To some, customer service means going beyond what’s expected of you and having a positive attitude while for others it means adding value and integrity to every interaction.
To excel in serving customers, consider using Customer Service Training Course delivered by pdtraining in Wellington, Auckland, Christchurch and many other cities in New Zealand.
The greatest discovery of my generation is that human beings can alter their lives by altering their attitude of mind
We might all define customer service a little differently, but we can all agree on one thing: to provide great customer service, you need to put energy and enthusiasm into your interactions with customers. Great customer service begins with a great attitude.
As a society, we are all aware that a lot of emphasis is put on individual appearance. To some extent this is actually something regrettable, as it means that people are prepared to judge a book by its cover. Conversely, however, a company should be aware that the opinions of its customers matter. Those opinions may not be the same as the people working within the company, but when it comes to ensuring the success of a business they still matter. In fact, the saying “the customer is always right” could be considered to apply here.
Most customers wish to be treated with courtesy and to deal with individuals who look like they have made an effort with their appearance.
This does not mean that in every business it is important for customer-facing staff to be boring automatons who look, act, and behave as though they had been prepared for their role to ensure that every business operation is the same as the last. A certain amount of character, which includes a modicum of individuality, is desirable in a customer services situation. It is important to maintain standards, but also to give the appearance that each transaction is different from the last.
Even if the transaction or the enquiry is not carried out in person, it is still important to consider the matter of appearance. “Appearance”, after all, is not just a term which applies to physical appearance. It also refers to how things seem.
If a customer is dealing with staff on the phone or via e-mail, they will be well advised to ensure that their professionalism does not slip here. Often in businesses which do not directly face the customer – such as call centres in Christchurch – the dress code is “relaxed”. You can wear jeans and a t-shirt, or whatever feels comfortable, as long as your performance is polished and professional.
The Power of a Real Smile
Being positive and friendly in customer interactions plays a major part in ensuring that a customer walks away from the experience having felt that everything was done in a way that suggested the customer is valued. This may impact on how much they spend in a single transaction, and just as important, whether they return to the business with more customers, because of their positive experience. In this respect, a smile can make a world of difference to how the customer feels about their treatment, and about the business in general.
Having a smile on your face makes you look more welcoming. It is something that cannot be overestimated as a customer service and retention tool. If you were to walk into a store, and saw two sales assistants – one who looked cheerful and open and one who looked like they had just opened an overdue credit card bill – instinct would dictate that you approached the cheerful one should you have an enquiry about the item you wanted to buy.
Smiling is a non-verbal way to communicate a positive attitude.
Therefore it is advised that in dealing with customers in Wellington, Auckland or Christchurch that you are always alert, friendly, and personable. Even if you are not particularly feeling that way, it has been argued by body language experts that the act of smiling releases endorphins which make you feel happier. So it is worth making the effort to put a smile on your face however you are feeling.
When you study customer service techniques, you’ll be exposed to the concept of maintaining a high level of energy. We all experience low points during the course of the day, but there are ways to boost your energy when it is lagging.
- Take a walk, even if it’s just to the restroom.
- Drink a glass of cold water.
- Be sure to eat a good breakfast and lunch.
- Plug into others – being with energised people, keeps you energised!
- Listen to up-beat music.
- Try to stay humorous.
A working day usually stretches from around 8-9 AM and goes on until approximately 5 PM unless you’re in retail, which can include later hours.
Though there is some movement in these times, the typical structure of a staff timetable is that a working day will extend to around eight hours, and will involve some short breaks. The importance here is that it can be difficult to maintain a positive demeanor for eight hours straight, especially if you are thinking about matters beyond the workplace. Eight hours of appearing positive and upbeat can be the hardest part of a job, without even considering the main aspect of the job; ensuring that the customers are looked after.
It is essential in this respect that anyone in a customer-facing job approaches their day in a sensible, structured fashion which allows them to get the most out of themselves. Staying energised is often difficult, but as long as you develop a routine for dealing with the difficult events, then you can find a way to deal with even the dreariest day.
It is essential to find something that allows you to break out of the “lows” that anyone will experience during a working day.
These lows are common to all of us, and we all have different ways of dealing with them. One of the most commonly used methods of shaking out of this kind of torpor is a “change of scenery”. If you have a moment and can leave the shop floor, it is beneficial to get up and go somewhere else for a moment. Maybe it will be something as simple as going to get a drink or get some fresh air. Whatever you do, it should be vastly preferable to scowling at every customer who simply asks you the price of a certain item.
It should also be noticed that making the effort to have breakfast in the morning – even if you feel as though eating is the last thing you want to do – can be of huge benefit. It allows you to maintain energy through the morning, which for many people is the hardest time of say to stay positive. It may be a cliché, but making sure that you don’t skip breakfast can go a very long way to keeping you energised through the day.
Pdtraining delivers 1000’s of professional development courses each year in Wellington, Auckland, Napier, Christchurch, Hamilton, Dunedin and Tauranga, so you can be assured your training will be delivered by a qualified and experienced trainer.
All public Customer Service Training courses include am/pm tea, lunch, printed courseware and a certificate of completion. Customised courses are available upon request so please contact pdtraining on 1300 121 400 to learn more.