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The Psychology of Customer Service Part 4

In this series, I made several points about what to expect as a customer.  So by now you realize the foundation of this “psychology” which in my opinion, centers around the view point of the customer and how being a proponent could change the level of service from bad to good.


As we train providers, we stress the point of service on what you the provider expects as a customer – in other words take off your provider hat and put on your customer hat.


How do you define customer service?

Treat those who you have developed or
who have chosen you as their service
provider better than you wish to
be treated in the same situation.

Would you recommend a place of business or avoid it?  Think about your answer, because there are people saying the same thing about you.  Remember you can’t be all things to all people.


‘All things to all people?’ 


This statement haunts me.  I want to do the best and be the best for my customers.  I want their undying devotion and referrals and I would hope they would know their value based on my energy and willingness to make their experience the best, but…


…not everyone will be a proponent.


So what are you?


As a customer, shouldn’t we value the provider’s energy and willingness to help?


I challenge you to think about your attitude and expectations.  Are you a Prince/Princess, Pauper or Proponent customer?


Listen, being in any service industry is hard.  I can confidently say one of the hardest jobs out there.  As you end a transaction with an irate customer, you must shake it off, put a smile on and be your very best for the next one.  Even though you have no back side left!


For that reason I will never say it is easy.  It may come easier for some, but we all have to work at it – everyday.  It lives and breathes in your business.


Books, blogs, articles, seminars, ect… can teach you the skills.  Prolific leaders can show you, and preach at you with infallible techniques.  Even I teach the fundamentals of who, how and why.  But nothing, absolutely nothing can train you better, than to walk in the shoes of whom you serve.


Only when you view the value of your customers from this vantage point, will you truly grasp the power of customer service.  Quite honestly, I wish everyone on this planet worked in a customer service position for one week.  Then they would truly grasp the proper meaning of customer service.


No matter which hat you wear, why not approach each situation with civility.  I’m not saying be a door mat, by no means, but think of it this way –


What do you, as the customer, want to happen when you become incensed? 

I tell you what I want, someone who will listen to me, take interest in my concern/situation, and show some energy to fix it.


Not rocket surgery as I say. 


When I vent and someone listens to me; that fixes about 75% of my fuss.


Ask yourself the same question.


So as I conclude here are some thoughts for you as a customer;

·         Remember what it is like to be on the other side of the counter or phone.

·         That person you are talking to may be having the worst day of their life.

·         Be civil and patient


Be a good customer because that person that waited on you is a customer too!

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