Moving on with the 25 Things You Should Do in Customer Service, I discussed the power of the smile. The next two items on the list go hand in hand with that smile:
• Speak with a pleasant voice
• Act like you are happy to see/speak with a customer – even if you are having a bad day
Have you ever walked into a store and the minute you made eye contact with the salesperson, they immediately looked away – or worse yet – looked like their least favorite person just walked in? (That would be you, by the way).
Maybe you’ve called your phone company up to change your service. When you asked the customer representative for help, you received a grunt in reply, a distinct sigh of discontent, and a reluctant voice asking “What do you want?”
Doesn’t leave a very good first impression, does it?
What I’ve never understood is how people in customer service can do this in the first place. And yes, it really does happen.
Again, it’s simple common sense and making a conscious effort to be nice to your customers.
Maybe it’s the way I was raised. I was always taught to be polite to anyone and everyone. Good manners were instilled in me from a very early age. This included being pleasant even when you didn’t want to be.
Perhaps that’s the key – it’s about good manners. When someone you’ve invited to your house comes to visit, you don’t welcome them in without acknowledgement. You don’t ignore their presence, act like they’re bothering you, or look down your nose at them, do you? Of course not!
It’s the same principle with your customers. You’ve extended an open invitation for them to visit your place of business…your home. You should always welcome them inside with open arms. Let them know how happy you are to have them there. By that very acknowledgement, you’re showing the customer that you care about them and their needs. And that matters.
Who knows? Next time that customer visits you they might even bring some of their friends!
