Last year we visited a roadhouse for petrol and food. Four of us, two international visitors and two of us from Perth were on holiday, travelling north to see Western Australia's splendid wildflowers. When we went into the roadhouse we asked, "Could we have some chips please?" What do you think was the answer ...
"No" was the reply, "You can't expect chips at this time of day." It was hardly the reply we were expecting. After all it was only twenty past two in the afternoon! It was the only roadhouse for over 160 kilometres and it advertised food. The reply put us off. However, we were hungry so we looked at her menu and selected hamburgers. Her answer - "We haven't got any ready. I'd have to cook them especially for you..." (implying, "and that's the last thing I want to do!") We gave up.
We decided not to buy petrol from there and left ... and resolved not to return. Her grumpiness cost her money and customers and spread a negative reputation for her business. Why bother to be in customer service if that's how you feel about your customer's requests? Grumpiness and customer service don't go together. This applies in face-to-face interactions and also over the telephone - where we pick up your mood and attitude from your tone of voice, the words that you use and how helpful you are.
Improvements Noted
Driving along the same road this year, we saw outside the roadhouse a sign saying, "Under New Management." We looked at each other and said, "Lets go in." When we got there imagine how we felt to be greeted personally as soon as we stepped out of the car. A lady was sweeping the driveway and said, "Hello" with a big grin. Now this was better. It's often the small things in customer service that make a difference.
Inside the cafe we were helped rather than dismissed. The person behind the counter was chatty and friendly. The man in the garage offered to take our camping gas container and fill it for us. This was better. Offering to help customers is a sign that you really do care. Providing service only when it is specifically requested is less helpful, as you're leaving it up to the customers to take all the initiatives.
As we left we experienced the most sincere ending of all. Used to the glib, "Have a nice day", or "You're welcome" comment that so many are trained to say without meaning it - here we got sincere service. The woman behind the counter asked us where we were travelling. On telling her we were going to a station property some 120kms further on - she beamed and said, "Oh it's lovely up there - we've heard such good reports about it. I'm sure you'll enjoy it." Genuine. Positive. Sincere. Superb customer service - what a contrast to our earlier experience in the same store. Yet it didn't take much to make the difference.
Sincerity comes from the heart. Sincerity in customer service comes from a genuine interest in the people who are your customers. Sincerity can also come from liking what you do and conveying that to your customers.
How do you come across to your clients and customers?
What impression do you leave with your customers or clients? What impression do customers have of your business or organisation when you or other staff answer the telephone? Are you really helpful or just operating on rote? Do you really care to help make your customer's day or are you just going through the motions? Does everyone in your organisation answer the phone consistently well? Are people always dealt with in a consistently excellent manner no matter what time of day it is, who the customer is or who is serving the customer? Even if you think it doesn't matter, your customers may think differently.
Why does it matter how you come across to customers?
If people call your business and detect insincerity over the telephone they may never return to you again. If people visit your office or organisation and are treated without interest or respect they may never return again. Don't let his happen to you.
How can you appear interested, helpful and sincere? Here are five tips:-
Tip One: Say personal and specific social pleasantries to each customer:
End your telephone calls and your face-to-face-interactions on a positive note that is personal. For example, instead of, "Have a nice day", you might say:
"I hope you enjoy your holiday."
"Have a good time at your dinner tonight, I'm sure you'll look lovely in your dress."
"If you have any more problems filling in the form, I'd be happy to go through it with you over the phone to make sure you get it right."
"I'm glad I've been able to help fix your computer."
"Thanks for taking the time to call when you are so busy."
Tip Two: Think positively about your customers:
What goes on in your head will leak out in your body, voice or manner. Have something positive in your head! If you wake up and think, "I'll be glad when I've got through today", or, "Oh no, I'm on the dork line, again", (a negative expression I heard in a call centre once!) you'll find it hard to be sincere and positive with the people you deal with. In contrast if you think something positive, for example, "I'll enjoy helping people fill their forms in correctly today", you'll have far more chance of being helpful. This applies even to "difficult" customers as we discussed in Newsletter No. 42 - Turning complaints into compliments.
Tip Three: Focus on the customer and not on yourself:
When it is appropriate engage your clients and customers in conversations about what they're doing, about their experiences, about their work rather than talking about yours. If you say a little about your experiences to build rapport, don't make this the dominant theme. Let them open up to you. Show a sincere interest in them. For example, you might find that you both support the same football team. Excellent. Say so and then instead of giving them your opinion on the match ask them for theirs.
Tip Four: Cultivate a Positive Attitude Deliberately
Go out of your way to cultivate a positive attitude towards people you are dealing with at work (and at home!) There are many ways to do this from practising positive affirmations, cognitive-behaviour strategies, prayer, meditations and more. I have started practising a "loving-kindness meditation" which is helping me consistently look upon people I deal with in a kindly way, even if they seem to be working against me. I will be introducing people to this technique in the next, "How Not To Take Things Personally" course. So far I am pleased with the results I am getting although I still have progress to make! The bonus is that when people cultivate a deliberately positive attitude they benefit, as well as the customers, and take less stress home at the end of the day. An all round win!
If you want to improve your own or your staff's customer service skills we have a number of courses and speeches that will help.
"Superbly Managing Phone Calls - Even The Difficult Ones"
Don't risk damaging your reputation, service and success by poor phone skills. Sound consistently professional, calm and confident with all calls and manage even difficult calls superbly. Ensure that all your telephone calls are dealt with in a consistently excellent manner.
This course can also be run for your group or organisation. As well as being a voluntary counsellor on a telephone crisis line, I have also trained call centre staff for Silver Chain, BankWest, the Water Corporation, Australia Post and more! I can help you handle your calls with consistent excellence.
Bookings can be made direct through the website:
E-mail:
phone (+61 8) 9390 1188; fax (+61 8) 9390 1199
Join us for the next "How Not To Take Things Personally" course.
Other newsletters on customer service
Here are three you might like to read:
No. 7 - How to keep customers and get good service.
No. 20 - Tips for Travellers and Customer Service
No. 28 - Have you got attitude!?
Final Tip: The words you choose are important
Sounding positive is influenced by the words and phrases you use. It can sound more positive for example, over the phone, to say words/phrases such as, "Yes, certainly, I'd like to be able to help, what I can do for you is...", than to say, "No, that will be difficult, you must realise that it's your responsibility, I can't do that." There is a long list of positive phrases to use and negative ones to avoid. They can make the difference between leaving a customer satisfied and leaving them feeling irritated, unwanted or stupid.
If you convey a positive attitude to your customers, clients and callers - it can help you too. When you are helpful customers are likely to be nice to you in return. That way you can help yourself have a happier day too.
I hope you enjoy dealing with your customers. Let me know if you have extra tips for handling customers and staying happy ... and please send me your customer service stories, I'd like to include them in the newsletter. (If you have a good story to be included in the newsletter I'll happily give your business a mention.)
Take good care of yourself,
Rachel
