What can you do to improve your customer service?
Customer service, like life and business, is a continual on-going process. When you think you’re “there” further development ceases.
A common excuse that plagues entrepreneurs and teams is to exclaim “I didn’t do anything” or “all I said was . . .” when an issue occurs in an interaction. Repeat the phrases out loud. Can you hear the deflection from self and the inference of LOOKING for someone or something to blame?
It’s important to recognize that customer service is about the ability to have effective relationships which is determined by turning the mirror on self to reveal our own behavior and asking, “What’s my part?”
Consider the following instead . . .
I was unable to stay calm when I heard the tone in his voice
I reacted when I saw the look on her face
Hear the difference? These are statements of ownership.
What about their behavior? Back to the basics. Who is the ONLY person you can control or change? Yourself of course! Some of us may debate this at times. Most will claim to know this, however, if you were followed and recorded on any given day what would a playback of your behavior show? When asking this question in my workshops responses are usually “uh oh”, a variety of facial expressions, moans, groans . . . you get the idea.
How does this relate to customer service? Customer service is about dealing with people – ALL kinds of people – those we identify as nice and those we are convinced are anything BUT nice! This is naturally applicable to clients, co-workers, family and anyone we come in contact with on any given day as we are all customers to one another in some form.
When working in a team environment the level of customer service that the client receives is truly a reflection of what the team demonstrates to each other. If unable to effectively deliver exceptional customer service to each other, how will you be able to provide it to a paying customer?
As humans we tend to deceive ourselves but obviously we are unable to completely escape our true reality. You may mask temporarily however, without self-development, eventually the real you comes out in a situation – often at an inopportune time!
Steps to improve your customer service –
1 – pay attention to how you treat others in your daily interactions
2 – be honest with yourself about skills you need to improve
3 – consciously commit to on-going self-development
4 – ask others for feedback – this will be easy for the customers you like
5 – ask yourself and others what you could do better
6 – remember when you are the customer, would you want to deal with you?
Imagine the unlimited potential for you and your business when you work these steps. What is it costing you procrastinating on taking the necessary action? Will you NOW make the commitment you’ve been putting off with excuses?
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