Working on the front lines of customer service can be wonderful or terrible. It depends on your mindset - on what you picture - not on the customer. Surprised?
It's actually good news. What happens when you interact with others is not completely random. Success is within your grasp because what you picture, you create!
It's not voodoo. It simple that what you picture or thinkg about you focus on, say, and do.
Customer service starts with picturing that you can make a positive difference.
If instead you picture difficulty or conflict, you will focus on being right, being heard, and being in control. All of this creates the difficulty you pictured at the start.
The Story
I walked into the airport luggage service office when I arrived at my destination and my luggage didn't. As the line inched forward toward the service rep behind the computer, I noticed that each person leaving the office was surprisingly calm.
When I reached the service rep, he handled my problem with empathy, accuracy, and calm confidence. Before I left the room, I said to him: "I teach customer service to large corporations and reps tell me how stressed out they are. How do you stay so positive with so many people in here complaining?"
He replied: "Kate, if they're smiling when they come in here ... they're in the wrong room!"
He understood what people would naturally feel and he became the picture of a man making a difference.
Picture the positive and you reduce your fear. Result: Increased listening that guides the interaction to success.
Picture the positive and you feel influential with no need to control others. Result: A collaborative success instead of a target shoot.
Picture the positive and you project empathy and connect sincerely. Result: You make a difference and that is great customer service.
One informed rep with a positive attitude and one customer-friendly policy of delivering luggage created a positive customer experience instead of a social media rant.
What you picture you create!
What will you and your teams picture before you all start work tomorrow? I hope that it's caring for customers and making a difference.
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish, please email [email protected]. Reprinted with permission.
