Developing the attitude of a customer service provider as key to improving service

[Eunoia]

Hello

I'd like to share some of my thoughts on how to improve customer service. For me, the most important aspect is the attitude of the customer service provider. If the service provider genuinely cares about their customer then most hurdles can be overcome by their effort. And even if the customer does not get what they want, they will at least appreciate the effort and concern of the service provider.

To develop an attitude of genuine care and concern for a customer i've identified 5 key characteristics that comprise a great attitude for customer service. These are:

• Tolerance
• Patience
• Empathy
• Compassion
• Forgiveness

And here is why:

The more tolerant we are then the less chance there is that we will react negatively (with anger, stress, upset etc.) to our customer. This means that the customer is more likely to receive the service they require, and the service provider is less likely to be emotionally affected by their customer.

The more patient we are then the more likely that we are to remain calm and composed in difficult circumstances like a challenging customer. This means that regardless of how a customer is behaving we will remain able to provide a clear and beneficial service to meet their needs without the turmoil of mentally disturbed mindset.

The more empathetic we are then the more in tune we are with what the customer really needs. This means we can go beyond standard protocal and really feel what it is the customer requires to be delighted with our service. With empathy we become much more aware of the subtle touches that will make a profound difference to the customer.

The more compassionate we are then the more motivated we are to do what is required to make the customer happy. With compassion our motivation is the happiness of the customer. Compassion is what gives power to our empathy - we are in tune with what the customer wants and we desire to give them it.

The more forgiving we are then the more consistent we are with our service without any detrimental residue from challenging customers. With forgiveness we let go of each customer experience and allow a blank slate for the next customer.



These are my thoughts, what do you think?

 

[Kernowman]

I can sum up top class customer service in just four words in whatever aspect of activity:

"How would I feel?"

 

[Eunoia]

I can sum up top class customer service in just four words in whatever aspect of activity:

"How would I feel?"

Exactly! But it is surprising how even that simple question eludes so many people. But not just that, even those who might be told 'think about how you would feel' can be very disconnected from what that entails. And in the rawness of a moment with an angry and difficult customer it is very easy for our emotions to disrupt our understanding and reasoning and creat conflict.

Customer service is nothing more than human interaction. If everyone in the world asked 'how would I feel?' when interacting with other people then we would have a much more peaceful world!

Thank you for your reply. Great post.

 

[Matt1959]

I think more and more businesses these days are starting to see the light. However, theres still a load of dinosaurs out there who IMO hardly understand the significance of the words tolerance, patience, empathy, compassion and forgiveness in the context of running a business. For many business owners, its all about me, me, me and sod the customer which is quite funny really as without customers there is no business

 

[Kernowman]

I think more and more businesses these days are starting to see the light. However, theres still a load of dinosaurs out there who IMO hardly understand the significance of the words tolerance, patience, empathy, compassion and forgiveness in the context of running a business. For many business owners, its all about me, me, me and sod the customer which is quite funny really as without customers there is no business

I am going to correct you slightly there, but in a positive way. There are more and more NEW dinosaurs being created day in and day out, so it isn't going to get better any time soon.

THE biggest issue I have with the internet is the "dehumanisation" effect it is having and it is due to that same detachment and remoteness that people forget it is a real person behind that screen and keyboard you are looking at and not a set of ASCII characters on the screen. If you fail to connect on even the smallest human level through that web page with your customer (a real person) then all the SEO, PPC, BBC, ITV and RAC plus all the other internet whizzo baubles available aint gonna make a jot of difference, because you have failed to make that vital connection. Your internet customer is also a far less loyal customer.

Offline too it is getting more dehumanised by the day. Call centres with staff reading poorly prepared scripts, having no responsibility at all except for watching those stats on the LED board go down each hour, no authority, no resources, no motivation and no supporting management behind them - what a waste of time and money, plus a massive source of customer dissatisfaction. The consumer base is getting far wiser about the dodgy headline "deals" being thrust upon them and once a customer has been bitten once by the tiny small print, you have been BUSTED for life, so take heed in your small print.

One day soon (maybe) the more savvy of business owners will one day step into the light and bathe in it's glory. My concern is they have forgotten what the heck a "customer" actually is.

 

[Matt1959]

hmmm, I dunno if I share your cynicism. Most if not all major call centres etc I've dealt with in recent times do seem to go out of their way to put customers first and more so I would say than 10 years ago so thats progress surely. I do get the feeling that many companies are starting to see that going that extra mile in dealing with customers reaps rewards. I think its the small businesses with their head up their backsides who think they know everything that don't see whats going on......

 

[Kernowman]

I wouldn't class my take on the matter as cynicism, more a dispassionate perception.

The big corporates are going through a period where the "customer interface" has given a quick shine, but beneath all that there is still the dubious marketing, the abundance of small print and the customer getting an unfair deal. I rang up Electrolux just the other day and I would say they are worse now for "customer service" than ever they were. And please, do not mention the overseas call centres.

I have found both good and bad in the SME's, but the "good" is still not very good (It's a question of degree by subjective means) unless they are truly hungry still and the complacency phase hasn't kicked in yet.

 

[S-Marketing]

Its not the dinosaurs who are getting it wrong. There is still near perfect service available, but you have to pay for it. The Dinosaurs, still more often than not, get it right.

An example that springs to mind is my local gun shop. Stepping into their shop is like stepping back in time. Welcomed with a sincere and forthcoming 'Good morning Sir, what can we do for you today?' is something that you dont experience very often. You are then 'looked after' by the same assistant who met you, right up to the point that he helps you with your coat as you leave.

This kind of service is rare, and wouldn't be possible in 99% of businesses due to huge costs. But in businesses where clients expect this level of service, it is a real reminder of what can be achieved.

The downside of this kind of establishment is the service you get when your face doesn't fit. On numerous occasions i've seen Jo public completely ignored as he obviously stumbled into the shop whilst looking for Matalan.

On the other hand though if you are a regular, or look like you may well be there to be measured for a new £50,000 Purdey game gun, the service is completely different to any you will receive elsewhere.