• The Redback Team
  • The Redback Team

    5th January 2016

Has Customer Service really flat lined or can we break out the life support?

Learn to make customer service work in the 21st century

Why do I have to beg for a napkin and then, once I finally get one, why is it the size of a piece of confetti?  $0.30 for a tiny sachet of Tomato Sauce – are you kidding me?

Do all waiters really suffer from Tunnel Vision – can they really not see that I need something?

If the store’s closing time is 5PM, why is it that I have to crawl on my stomach to get under the half lowered doors at 4:45?

When you ring up my order don’t ask me “Is that it?” – it makes me feel like I haven’t done enough. Try saying “Thank you – is there anything else I can do for you?” – now that makes me feel appreciated and well looked after.

You see, it is the little things that make up Customer Service and it is a whole bunch of little things all stacked up that makes great Customer Service.

We can immediately improve our Customer Service by simply understanding our place in the world.  Each and every one of us does not have a job (and it does not matter what that job is) unless we have customers.  Just like life, to get what you want, you have to first help others get what they want.  Look after your customers first and they will look after you.

Here are three quick things you can do to improve your level of customer service:

1)  Impress…

Just before you pick up that phone or engage face to face with a customer, remind yourself that    your goal is to impress them with this interaction.  It starts right now!

2) Find the Solution…    

Listen & learn what customer wants then quickly figure out how to get it for them.

3) Reverse Roles…

Always put yourself in the customer’s shoes and treat them the way you would want to be treated.

Changing your attitude about Customer Service can truly make your life so much better.  When you talk to someone, think about what it is that they want out of their conversation.  Help them get it and immediately, your life becomes so much richer and more satisfying.  This holds true at home or in the office.

So come on, put away that shovel, Customer Service isn’t dead, it just needs a little TLC!

Until next time…

Jeff Downs


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