5 Customer Service Traits That Guarantee to Bring Customers Back
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.
So what is it that makes them so different to be bestowed with the title of a customer service superstar? Is there something that gives these people an edge when it comes to serving others? The very first thought that comes to mind in answering these questions is that customer service superstars have a way of making us feel valued. They give us the impression that we are the most important person in the world at while serving us. We also tend to walk away feeling like a VIP.
We soon recognize that these superstars live a life that tends to focus on the needs of others. We get the impression that they genuinely enjoyed assisting us. We also feel that the service performed had nothing to do with a person simply following a job description in order to get a paycheck. The service becomes a pleasant memory that is soon told to others.
These customer service superstars are the best because they also understand the mindset of the customer. They are sensitive to the needs and feelings of what customers think as they walk through the door. These superstars have a way of understanding the customer and making their experience as enjoyable as possible. By understanding the customer’s point of view, they also begin to capture new ways to make the service experience more pleasant. Let’s now look at the five qualities that define these customer service superstars:
1. Superstars have a positive frame of mind
The secret in offering great service is to stay away from an uninviting attitude. Having a positive attitude is a major key in providing each customer with a great service experience. These will always go together. Customers will want to return simply because of the attraction that a positive attitude creates. These customers will also want to return and tell others because of the positive memory of the service being offered. By being positive, these superstars make their customers feel welcomed and accepted.
In reality, it is the customer’s perception of the service that truly counts. If they feel that the service was average, then it was average. Understanding this point will be a major benefit if we are to improve in the area of service. When we show ourselves to be positive, the perception of the service will always improve for the better.
2. The superstars are enthused about serving
How many times have you been served by a person who lacked enthusiasm? How did that make you feel? In all likelihood you probably walked away feeling that the product or service being provided was average or below average. The reason for this is that the halfhearted person serving you dampened the whole experience. This is the power of lackadaisical service. Enthusiasm has a way of making the service experience more worthwhile. As customer service representatives, our goal is to make the overall experience enjoyable for the customer. One way of doing this is to be excited to serve them. If our job is to assist others, then by all means make each person feel as if they were the most important person in the world.
3. The superstars know how to respond quickly
In today’s business world our customers anticipate service to be performed in a fast and efficient manner. They expect to be served by a knowledgeable person who not only is quick at making the transaction, but also performs in a highly professional manner. The more we can project professionalism in our service, the more likely customers will trust our business. If we are to give the perception that we are experts in our field, we must serve in a manner that shows others that we value their time.
Customer service will automatically improve when we convey that we respect our customer’s time. Our best moments of being a customer always include feeling that our time was respected. The person serving us gave the impression that our time was important and quickly took care of our needs. I am convinced that the only way to project five-star service is to show our customers that we respect their time by serving in a highly professional and efficient manner.
4. The superstars strive to be their best
Every customer service superstar is motivated to bring out the best in themselves while serving others. Their passion is to offer each customer an outstanding service experience. The passion and enthusiasm shown is a direct result of simply wanting to become the best in their chosen profession. This drive is inward motivated and makes all the difference in how their customers perceive the service.
It is a pleasure when I get the rare opportunity of being served by one of these customer service superstars. They always give the impression that they genuinely enjoy serving me. I leave with the impression that they truly enjoy their position. These experiences are a result of a person who simply gave 100% on the job.
5. The superstars show attention
Similar to being efficient, showing attention expresses that we care about our customers. Our greatest memories of an excellent service experience came as a result of a person giving us his or her full attention. They made us feel important because of this attentiveness. It is important to understand that most people enjoy shopping and playing the role of a customer simply because they are anticipating the expected attention to be received.
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!
