The One Secret to Giving Great Customer Service
Donna Cutting – A Senior Living SMART Partner
These days everyone is looking for the easy way out, the “hack” for getting things done quicker and easier. Google “the secret to great customer service” and you will find literally millions of articles on the Internet on this topic. In places from Harvard Business Review to Boxing Scene, writers will tell you the three, five, or ten secrets to great customer service. Some will give you simple directions such as to smile and make eye contact, while others will give you big, complicated solutions having to do with measurement and service delivery. The answer, of course, is really quite simple. Instead of being what you do, it is about how you make other people feel.
The Secret—Shhhhh …
Make the person in front of you feel like they are the most important person in the room. Sound difficult? It’s not. It is quite simple. Your job is to focus on the person in front of you and to give them the best service you possibly can. No matter who they are, or how much business they give you, when they are with you, they are the most important person in the room. You do this when you:
- Stop what you are doing.
- Give your complete attention to the person in front of you.
- Listen carefully to the person you are serving.
- Make notes if necessary.
- Repeat back and verify any information.
- Confirm what your customer wants; let them know what will happen next.
- Do what you say you will do.
Add a warm welcome, and a sincere thank you and you will have a fan!
Make Them the Most Important Person in the Room
When everyone in your organization focuses on serving your customers, as if they are the most important person in the room, you will have fewer to no complaints and happy customers. According to a Nielsen Global Trust in Advertising Survey, consumers trust at 92% recommendations from people they know and 70% from consumer opinions posted online.
Choose each day to turn ordinary interactions into extraordinary encounters. By delivering extraordinary customer service every single time to every single customer, your customers will be raving about your business.
More insights from Red Carpet Customer Service are available by clicking here to watch their recent SMARTWebinar!