Is there such a thing as universal customer service behaviours?
Every year, the first week of October is National Customer Service Week (6-10 October 2014). To mark the occasion Jane Streat, Head of Client Services at Lexington Reception Services, talks about some of the universal customer service behaviours.
The customer-facing position is the most critical role in the service environment, so how do we get this right in today’s global economy?
Here in the UK, many businesses are greeting guests, customers and clients, from right across the globe. So what universal characteristics, skills and abilities, should we draw upon as customer service staff to meet their needs? Well, it doesn’t matter what industry you work in, or where you are located, these core characteristics, skills and abilities are a must have.
Smart/Clean
First impressions count. It’s important to be smart, clean and self-aware.
Acknowledge your guest/client
Talk to your guest, client or customer first, don’t wait for them to speak. When they arrive it’s important to greet them warmly, it’s this greeting that sets the tone and will form part of the client/customer’s first impression of the company.
Listen to your guest/client
Don’t just assume you know what your client, customer or guest wants. It’s important to understand their needs and be interested.
It’s a common error to assume you know what the customer wants before they’ve told you or when they’ve only explained part of what they have to say. Be patient and listen.
Make it personal
Use your customer/guest’s name and where possible remember their preferences. It’s important to offer choice and flexibility, don’t be so processed driven that you fail to deliver excellent customer service.
Personalising the service is what sets organisations apart. Failing to give individuals the personal touch leaves them feeling like a reference number. Where possible, make sure your processes are customer friendly, most will walk away dissatisfied if the “computer says no” and it’s not handled properly.
Converse
Be able to converse. Know how to talk and who to talk to,
It’s important to have a decent ability when it comes to conversation, talk too basic and customers will think they’re being dumb downed to, talk in tech and your customer will soon lose interest. Meet the customer at their level. Just as important, know what you’re talking about, inaccurate and inconsistent service or information will instantly place distrust
Thank your customer/invite them back
The love affair with a customer should never finish after the initial contact – encourage them to come back, let them know you like the fact they’ve come to you and make sure your arms are always open. Be passionate, enthusiatstic and an ambassador for your organisation,
If you cover off all these aspects this will put in good stead to develop a great relationship with your customers/clients. A good relationship is more likely to mean a happy, satisfied customer and it is this that will encourage them to return and tell others about the good experiences that they had when dealing with your company. This word of mouth recommendation is priceless.
– This blog was written by Jane Streat, Head of Client Services at LRS
