The Truth About Really Great Customer Service
By Alan Fairweather
When was the last time you had really great customer
service? Perhaps it was when you bought something in a
store, checked in at a hotel or the airport or even made an
enquiry over the phone.
When I ask this question of participants on my seminars,
people respond with all sorts of great customer service
They say things like - "The lady I dealt with was
really warm and friendly" or "The guy in the store made me
feel really important" or "They always remember my name when
I go back to that shop."
What al these comments have in common is that - they're all
Human Level responses.
We tend to base our judgement of great customer service on
how we're treated as humans.
Very rarely do I hear - "The goods were delivered on time"
or "They replaced my faulty items without a quibble." We
tend take these Business Level responses as a given. It's
the Human Level responses that influence us in terms of
whether we'll use the service again and/or recommend it to
When dealing with other people be they Internal or External
customers, it's important to open the conversation on a
Human Level before doing the business; then say something
during the interaction that is not about the business at
hand. Then, when the business is complete, close the
conversation on a Human Level. This is even more important
when dealing with a customer who is upset.
It's just as important to deal with our Internal customers
on a Human Level before discussing business. Start thinking
about making your emails a bit more Human.
People nowadays will tell you that there's no time for Human
Level responses and customers, both Internal and External,
want you to cut straight to the business. However a short
Human Level response can speed up the business and make your
life so much easier.
So there you have it; human beings have a massive need for
acknowledgement. We want to know that other people care
about us, that we're important and we're accepted. If we
satisfy that need in others by communicating on a Human
Level as well as a Business Level, then all our interactions
will be much more productive.
About the Author
Alan Fairweather - The Motivation Doctor - is a professional
speaker, author and business development expert.
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