Good customer service matters. It has always mattered, and it will always matter.
Spring has sprung, Christmas is basically around the corner, and it feels like we have truly stepped into that crazy time of year... Which is why it is so
important that we stay on top of our game and keep working towards excellence. Not just to ensure we end the year on a high note, but to set ourselves (and our team) up for success in 2023.
"Customer Service is an attitude, not a department" - David Forman
There are studies which clearly show that
customers will pay more, (sometimes quite a bit more), for the self-same goods from a person they like rather than from someone who's offering them a better deal but with a bad attitude!!
These studies also indicate customers will happily drive out of their way in order to deal with people they like, rather than simply going to the closest shopping mall. Interestingly, they may well go to a branch of the same shop but in another area, ignoring the branch most conveniently located, just down the road.
Why?
Because great customer service is so much more than scoring a good deal. It's actually all about making a connection on a human level.
We once had a client who ended up employing a receptionist he had dealt with at another company... When we asked him what had prompted him to poach someone else's receptionist,
his reply was: "It didn't matter what time of the day I called that company, she always answered the phone with the same enthusiasm. It could be 8 in the morning or 4 in the afternoon, she always made me feel that she was actually pleased I had called and interrupted her day!"
That takes some doing,
especially when you're dealing with people. We love them and we hate them. They are our inspiration to go that extra mile and/or the reason we hate our jobs. They're all different, with different focusses, different mannerisms, different levels of stress tolerance and so much more.
However, despite all the differences, we as humans will always be drawn to working with someone
who makes us feel heard and understood - important! Like they really do want to solve our problem because it's not only the right thing to do, it's the kind thing to do. We're not just customer number 404.
So, if you're ready to join us at our next
Customer Care workshop, get in touch with us today. We also offer
Frontline Reception training and a variety of other courses to help you give your customers the best experience and keep them coming back for more!
Here's a shout out to all the wonderful customer service and frontline people out there - even if we don't take the time to say it, your attitude really makes a difference to our day!!
Staff Training is a South African soft skills training provider with more than 60 workshops on offer.
Email us at
info@StaffTraining.co.za for more info or give us a call at 0861 996 660
