Date: 3/1/2017

Title: CUSTOMER SERVICE – Part 2

By Bryan Arzani

First, complete an exercise in self-awareness. Determine what motivates you to provide good customer service. Understand your communication styles. Think about the language we use when providing customer service. Remember, your customers are the people who buy your product, your co-workers, the people you supervise, and your supervisors.

Language is very important. When we say “we can’t do that”, we limit our options for us and for our customers. Communication is shut down. That’s not being a good host.

When we say “that’s the policy”, we’ve taken away our ability to be creative, and we’ve driven our customers to the supervisor. This makes the customer leave the party, with a very bad taste in his/her mouth.

When we say “have to”, “need to”, or “must”, we draw a line in the sand and create pressure for the people involved. This may cause an argument, which makes for a very unpleasant party. This may also cause the customer to leave. Even worse, they may stay and sabotage our party.

What is your motivation for providing good customer service? If it’s economic, you want to keep your customer happy so they continue to provide/produce ROI. If it’s altruistic, you see yourself as being in service to the customer. Of course, you want to help them be satisfied. If you’re motivated by being in a leadership role, your customer service will be stellar because you believe every person deserves to be treated with respect.

Looking inward will help you present great customer service outward. And that’s good for any company!

To learn more about how to practice this understanding, contact Results Group, LLC at www.ResultsGroupLLC.com or 515-330-2866.