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Friday, August 24, 2012

Anatomy of an Amazing Customer Service Person BY SHEP HYKEN AUGUST 23, 2012

Some people say you just can’t teach customer service. There is no doubt that some people simply “get” customer service, while others don’t. In fact, you canteach customer service—but only if the person you’re trying to teach has the right attitude or mindset to begin with. If they’re not already good at customer service, they must be willing and able to accept training.
As it applies to customer service training, there are two ways that people become successful customer service superstars: either their parents taught them or they learned on the job. When someone has been raised to do right by other people, teaching customer service is a snap. These people need only to be pointed in the right direction.
However, some people aren’t so fortunate as to have been brought up that way. But they can still have an idea of what doing the right thing is all about. These people are open and willing to deliver great service, but it may take a little more formal training once they get on the job. From the customer’s perspective, it doesn’t matter how a person learns his or her customer service skills.
So, here is the big question: Why are some people amazing and others not so much? Here are some reasons people may not be amazing at customer service:
  • They don’t see and therefore miss opportunities to deliver great customer service.
  • They don’t realize great customer service requires only little extra effort and attention to details.
  • They think being “amazing” is hard, when it just means being a little better than average—all the time.
And, here are some reasons people are amazing:
  • They care about doing a good job. They care about their customers. They care about their company. And they care about themselves.
  • They understand how to balance the company and the customer. They know that the customer is important and must be taken care of. They also know their responsibility to the company. (Sometimes that balancing act isn’t easy, which leads to the next reason.)
  • They are problem solvers. They figure things out. They know what is expected by both the company they represent and the customer they are serving. When there is a problem, they figure out how to make everyone happy.
  • They are proactive in delivering customer service. They look ahead for opportunities to impress customers. They try to resolve problems before customers are even aware of them.
  • They are aware. They agree that customer service is part of their job—whatever their role in the company. They are “in the moment” and recognize that what they are doing right now is going to positively impact the customer’s decision to do business with them in the future.
  • They instill confidence. As they work with a customer, they are developing the customer’s confidence in them and their company.
It has been my theme for years that being amazing isn’t about being over the top or delivering a “wow!” experience. It’s about being better than average not just some of the time but all of the time. So, go and be amazing!

Shep Hyken is a professional speaker and best-selling author. For more information on Shep’s speaking presentations, call             314-692-2200      , email shep@hyken.com or go to www.hyken.com.

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