One thing all really great customer service workers have in common is a sincere customer-friendly attitude. They never forget that keeping customers happy so that they come back to do business with you over and over again is the most important part of their job.
People are loyal to other people not brick and mortar buildings. It pretty simple to understand then, that customers love and are devoted to the employees who work at their favorite business who make them feel special and appreciated. In fact, they will pay more in order to feel that way! I’m sure you’ve seen many of these stats before but, as a reminder, they’re worth repeating.
- Most customers will pay up to 10% more for the same product with better service. (Need proof? While shopping on Amazon or Ebay how often do you read ‘seller reviews’?
- When a customer gets really good customer service, they will tell on average 9-12 people.
- When a customer receives bad service they’ll tell their tale to closer to 20 people.
- If the service is really bad 91% of people will never go back to a store or restaurant.
Making positive human connections with your customers is the heart of your job and the lifeblood of your company. It takes only about 3 seconds for a customer to size you up – and they will. Here are 3 important things you can do well to help your great attitude can shine through.
- Answering the phone – How does you feel when you call a business and they let the phone ring 10 times before they pick it up? Start off on the right foot by answering the phone with a smile and a friendly greeting ASAP and be sure to identify yourself so customers know who they are talking to.
- Give good face – Be aware of your facial expression when a customer approaches you. An annoyed look or a sour face isn’t ever ok. Even just being deep in thought can make you appear harsher and less approachable than you intended.
- Grow a thicker skin – Don’t take it personally when a customer complains. Keep in mind that they are giving you an opportunity to play the hero and make things right. It’s not about you; this is your chance to impartially gather information. You’ll listen better if you remember you are not being directly attacked.