The Attitude of Customer Service
According to Winston Churchill, “attitude is a little thing that makes a big difference.” Projecting the right attitude when delivering exceptional customer service makes a big difference. When I do business with someone, I am going to remember that company by how well I was treated, how the people who served the company treated me, and how well the company fulfilled my needs or my wishes.
My initial impression most likely will be affected by the friendliness and kindness of the customer service agent; whether it is my first experience on the phone, by email, or in person. When I call another realtor to set up an appointment to see one of their listings, I always begin with ” How are you today?” Immediately I can sense a relaxed attitude. It just makes people nicer when we are nice. Follow up the friendly greeting with an enthusiastic attitude about your position, your job, or the service you are offering. For instance, I’m excited when I shop to buy new shoes. I like it when the salesperson shows that same attitude of enthusiasm as she helps me to choose the perfect pair.
Then there is the attitude of respect that shows customers how we appreciate their business and how we are willing to do everything we can to make their experience the best we can offer. That attitude of respect is what wins us a customer’s loyalty. For those customers who need to be thrifty and for those clients who have the economics to be frivolous, our attitude of respect for all customers can make a difference. When we use the attitude that we genuinely care about others, even if they can not afford the most expensive product our company offers, we build up trust and appreciation. Today when I scheduled new Internet, phone, and television service, the customer service agent started with the most expensive package Comcast offered. I wanted something more economical, so we amicably worked our way to my more specific needs.
And finally we need to include the attitude of being thankful, and to never underestimate the power of saying thank you to our customers. Let’s face it – you would never visit someone at their home and eat dinner there without saying thank you to the hostess. Then why wouldn’t you want to thank a customer for spending their time and their money at your company? Never forget to show how grateful you are because there’s always some other business out there who would love to step in and say it for you.
Douglas Hanna is CEO of A Small Orange, a high-end web hosting company that prides itself on quality customer service and support. In addition to his role at A Small Orange, Douglas founded and writes for Service Untitled, a popular blog on customer service and the customer service experience.
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