Get the 'Tude

Keys to Customer Service
By Jeffrey Hansler, CSP

Some get it, some don’t, some never will! Attitude is key to customer service excellence, but we’re not just talking about individuals here - we’re talking about your whole organization. Delivering customer service excellence is critical in establishing value in the mind of the customer as the global economy drives more products into the commodity category.

You may have some enlightened mavericks in your organization that get it. These front line saints are contributing to the bottom-line with every transaction. They must be backed with congruency in the organization and education for strong communication skills for everyone in the organization or these people will leave your organization, or worse, just stop delivering customer service.

Below are some suggestions to develop (and keep) the ‘tude - dudes and dudettes.

A ‘tude says: I am a courageous listener.
When a customer has a problem, they want to be heard. Unfortunately, when they need to be heard the most is when they have gone ballistic. At that point, they have most likely forgotten all of their communication skills. They attack the very person from whom they need help. A courageous listener is able to clear up any personal doubts. "This customer is frustrated, hurt, and angry. They are all these things and they need to be listened to - I have the courage to understand and not react to any personal attacks that may be delivered from their frustration." Listening is especially challenging when the person facing you is surrounded by negative energy. Yet that is exactly what the individuals in your organization must be trained to do. They must be given the communication skills to overcome the customers’ communication weaknesses. This includes having practiced the listening skills enough to be able to express them with a smile and plenty of positive personality. Educational subjects that contribute to this attitude include self esteem, listening skills, understanding body language, telephone skills, and health education.

A ‘tude says: I am hard on issues, soft on people.
Develop the communication skills to show empathy and establish a partnership in responding to a problem. Show empathy by listening, feeding back expectations, and looking for resolutions. Build partnerships by being assertive in redirecting the customer to the issues and away from personal attacks. The individuals in your organization are the single most important element in a customer interaction. If they’re not at their best, nothing they are associated with will be the best. Exceptional customer service will never be delivered by a victim or a co-dependent in an abusive relationship. They must learn the communication skills to be assertive and insightful enough to use assertiveness skills, when appropriate, to keep the relationship in a partnership situation. A situation where everyone is easy on the people and hard on the issues to be resolved. This is a must in order to take care of the customers, themselves, their co-workers, and your organization. Educational subjects that will contribute to this attitude include assertiveness training, negotiation training, and persuasion skills (Yes, you can even call it sales training!).

A ‘tude says: I think like the most demanding customer of my own service.
Develop the desire to always be willing to exceed a customer's expectations with smiles, words, and actions. Reward the individuals in your organization for asking themselves the tough customer service questions. How can I deliver more value? Make this a memorable experience? Turn this negative situation into a positive experience that’s good for all parties - the customer, the company, and me?

Have you or has anyone you know ever had a bad experience with Nordstrom or Federal Express? The answer is probably yes! These companies are not perfect, but they get it right many times more often than they get it wrong. Why? They empower and reward their employees to use their best judgment in all situations and spend the company’s money to do it!

How long does the euphoria of exceptional customer service last? At most, only until the next experience outside their expectations of regular service. However, if your last experience was exceptional, you are much more likely to start off with a positive attitude, and that makes everyone’s job easier. To provide your organization with the opportunity to deliver exceptional customer service, conduct internal focus groups, strategic planning, creative thinking, and experiential learning sessions.

#  #  #  #  #   

Jeffrey Hansler is a professional speaker, author, and consultant. He is a frequent speaker at association events and is the author of Sell Little Red Hen! Sell! He can be reached at jhansler@oxfordco.com.

Click here for a .pdf version of this page  

Click here to access our article request form to secure permission to use or reprint this article

© 2004 Jeffrey Hansler  All rights reserved