5 Customer Service Traits That Guarantee to Bring Customers Back
by: CaryCavitt | Total views: 6 | Word Count: 1026 | View PDF | Print View
Every so often we will cross paths with what I like to refer to as a customer service superstar. They are a breed apart from everyone else. We can never tell when we will have the honor of being served by one of these service superstars. They are in every type of organization and appear normal from all outside appearances. But be served by one of these superstars and we soon discover that they are head and shoulders above the rest.
What is the secret that makes these customer service superstars win us over? What is their key in consistently giving each customer an outstanding service experience? One of the first and foremost secrets in their winning ways is that these superstars make their customers feel valued. These people simply treat each customer as if he or she was the most important person on the planet. Customers walk away feeling like a VIP.
Customers soon recognize that these special people are living a life focused on others. This in turn makes each customer walk away feeling that the service was more than simply following a job description in order to receive a paycheck. If customer service superstars were to wear a tee shirt, the caption on the front would simply read, "It's not about me."
The superstars all have the gift of knowing how customers think and feel. They consistently offer a great customer experience because of their gift of empathy. Customers walk away feeling that the service was wonderful simply because of the way that they were made to feel. The memory of the service stays with these customers because they enjoyed how the service representative treated them. Let's now reveal five secrets that every customer service superstar possesses:
1. Superstars maintain a positive personality
The very first key in becoming a customer service superstar is to avoid a negative attitude. Every person who consistently offers outstanding service possesses a positive attitude. The two always go together. Their personality is attractive to others. This alone makes customers want to return. Because of their attractiveness, customers remember the experience in a more positive light. The inviting atmosphere created is a direct result of the positive attitude that these superstars display.
Remember that the perception in the customer's mind is what really matters. If a customer feels that their service experience was below average, then it was below average. In reality we are in the customer perception business. This is why it is paramount that we periodically take an attitude check and maintain a positive atmosphere for our customers.
2. The superstars show enthusiasm
In many cases poor service is a result of a person who had displayed a lack of enthusiasm. As customers we feel that the product or service being offered was average or below average simply because of the unenthused person helping us. This is the power of not being enthused. On the other hand, being enthusiastic has a way of making the perception of the service experience exceptional. Remember that the final goal in serving the customer is to make the overall experience memorable. One simple way to achieve this is to be enthusiastic when serving. The key is to show your customers that you are enthused about assisting them. This little secret will totally change the perception of the service being provided.
3. The superstars respond quickly to the customer
In order to keep up with our customer's busy lifestyles, we need to serve in a manner that reflects efficiency. They want us to respect their time by taking care of their immediate needs in a way that conveys quickness and professionalism. Our goal is to show that we can be trusted by offering them service that expresses that we respect their time. By showing that we value our customer's time, we are essentially building the trust needed to win them back in the near future. We will also consistently offer five-star service by being professional and serving in a manner that conveys that we respect their busy schedules.
We will always appreciate service where we feel that the person serving us respected our time. The best memories of five-star service will consistently convey efficiency during the transaction. The service representative gave the impression that our time was valuable and swiftly took great care to quickly meet our needs. Remember this little gem and your customers will walk away and remember the service as being outstanding!
4. The superstars serve with excellence
Another characteristic of a customer service superstar is the motivation to be the best that they can be. They are driven to offer their customers an outstanding customer service experience. By focusing on becoming their best, they cannot help but serve with passion and enthusiasm. Their inspiration comes from an inward drive to excel and offer the best to their customers.
It is always impressive watching a service superstar performing on stage for his or her customers. They consistently have a way of giving 100% to their customers and offer them a great service experience. These superstars give the impression that they not only enjoy their jobs, but that they genuinely enjoy serving each customer.
5. The superstars show attention
Comparable to responding quickly, being attentive conveys to our customers that we care about meeting their needs. If we reflect on the memorable moments of receiving excellent service, we will find that the person serving us was most attentive. They made us feel that we were the most important person in the world simply because they paid attention to meeting our needs. Remember that vast majority of customers enjoy playing the role of a customer simply because of the anticipated attention they are hoping to receive.
Implement these five important traits into your training and watch your service improve instantly. Not only will your team begin to shine like service superstars, but your customers will want to come back simply because of the exceptional experience that was offered!
About the Author
Cary Cavitt is a customer service speaker and has written several books on the subject. He is available as a keynote speaker and for onsite seminars throughout the United States. Click for more customer service articles or customer service books.
Rating: Not yet rated
Login to vote
