In the final analysis, great service teams are the direct result of projecting the right attitudes toward the customer. Any management team that understands this will consistently deliver an exceptional service experience to their customers. This is because when all is said and done, the only real memory customers will take with them is how they were treated by the people who served them. Let’s briefly look at the six essential attitudes and how they affect the perception that others will have of our service:
1. The attitude of kindness
Customers, first of all, measure our service by the kindness shown.
As a customer service representative, we have the perfect opportunity to show goodwill to those who contact us. It gives us a great opportunity to be friendly. I believe that this attitude alone can change an entire organization if people simply understood the powerful attraction that goodness brings. I am convinced that if more customer service representatives were to project a little more friendliness towards each customer, the customer would leave feeling that the service was excellent. Why do I say this? Because customers as a whole don’t expect it!
It always puzzles me when I do business with a company that lacks in this area. The first thought that comes to mind is why would any organization put forward employees who project a hostile attitude towards others. Not only does this make customers uncomfortable, it also gives them a legitimate reason not to return in the future.
It is important to remember that the first guiding principle in providing excellent service is to understand that our job is simply to satisfy customer requests in the friendliest manner. We take care of any need that the client may have at that time. Since this is the first commandment of customer service, it seems logical that we want the service to be as pleasant as possible.
two. The attitude of enthusiasm
Serving with enthusiasm adds to the overall customer experience.
When we are excited to serve, we will not only stand out as customer service representatives, but have people talk about our excellent service. I am convinced that without enthusiasm, customer service becomes more of a duty to fulfill. No other attitude can make us more passionate about serving. When we are not enthusiastic about serving others, we somehow start to lose our balance in providing our customers with excellent service.
Being enthusiastic makes others notice and will consistently serve our customers better. They walk away and feel that the service was excellent simply because of our enthusiasm for serving them.
When customers decide to make a purchase of a product or service, they are generally excited about the prospects of acquiring it. We as customer service representatives must realize that our enthusiasm will also increase your enthusiasm. When we are excited about them, they in turn get more excited about the purchase.
3. The attitude of caring
Loyalty happens when customers feel that we really care.
Of all the attitudes that exist, none is more powerful than the attitude of caring for others. This attitude alone will determine the outcome of every relationship in life. It far surpasses any other attitude simply because it is the cornerstone by which any other attitude will manifest. No other attitude will determine our destiny as much as we care for others.
Customers will also quickly pick up on our sincere desire to serve them when we care about their needs. Loyalty also begins to happen when our customers feel that meeting their needs is more important than simply making a sale. They will also be more attracted to us because they will feel that we truly care about their service experience. Without having to say anything, they will quickly sense from our actions that we can be trusted and that they will do whatever it takes to meet their immediate needs.
On the other hand, customers will perceive when we do not care about meeting their needs. Whether we care or not, it will be projected to them in various ways. This attitude is difficult to hide due to the many signs that eventually emerge.
Four. The attitude of respect
Giving respect shows our willingness to serve others.
There is no such attractive attitude as when we genuinely communicate our respect. Not only does it validate others, but it also gives them a sense of dignity. When we meet a person who is respectful to us, we tend to straighten up and present our best to them. This is the beauty and benefit of showing respect. It allows us to bring out the best in people.
As service representatives, when we show respect to our customers, we are conveying a willingness to serve them. This attitude also gives our clients a sense of honor due to the high regard that is conveyed through respect. It gives our customers the feeling that we admire and appreciate that they have decided to do business with us.
The mindset that every service representative should have is one in which he sees the customer as essential to the overall success of the business. When we view customers as the ones who will help make our business successful, our attitude towards them will start to change in a more positive way. The key to earning loyalty begins with respect.
5. The attitude of encouragement
Encouragement creates a positive environment for both the client and the company.
When we really start to appreciate what breath can do for people, we will want to do it more often. A positive word can lift people up and help them become their best. When we serve customers, our words (along with the tone of our voice) it can make a difference in the way our service is perceived.
Service superstars have a way of communicating with a pleasant tone of voice. Your encouraging demeanor and kind words instantly give customers the confidence that you are looking out for their best interests.
But what about those experiences where the service was dialed in with a customer service rep who showed no signs of encouragement? I can recall experiences where friendly greetings or welcoming smiles were not offered. If anything, it felt like I was intruding on his time. There would be no positive sign of encouragement from him. As a customer, I wanted to leave as soon as possible. Looking back, I can see that these not-so-pleasant customer service experiences were caused by a person who simply lacked a supportive attitude.
6. The attitude of gratitude
Customers who feel appreciated will rate our service better.
I remember coming across a story about a young man who had been fired from an ice cream parlor. One of her duties was to thank each time she delivered an ice cream cone to a customer. The parlor owner understood the power of appreciation and made it part of every employee’s job description serving ice cream. The owner finally had to let the young man go due to his forgetfulness to thank him.
I tell this story because I am convinced that customers will always rate our service better if we show them our appreciation for doing business with us. I am also convinced that the organization that consistently shows appreciation will have an advantage over other similar businesses.
We must remember that in today’s economy one company can practically match the product of another. What can separate us from the group is the service and appreciation we show. The power of appreciation can never be underestimated. We need to understand that everyone enjoys being appreciated. That’s why having an attitude of appreciation is so beneficial if we want to become customer service superstars and project a strong service team.
By learning how to implement these six attitudes in our customer service training, we will soon find our clients talking to others about the great service we provide!
