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Category: Articles » Business » Customer Service » Article » Article Code

The Truth About Really Great Customer Service

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 stories. 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." ... read more

Article Title:

Article Body:

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
 
stories.

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
 
others.

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.

Author Bio:

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