A Mindset for Serving Customers
Skills and techniques are
important in providing excellent service to customers, but they aren’t
the only keys to success. Leading organizations have identified seven
traits they see in their highest performing service providers.
call the seven traits The Service Mentality. These characteristics
create a mindset for serving customers. Let’s look at each one.
is the capacity for understanding, being aware of and sensitive to the
feelings, thoughts and experiences of your customers. They want to know
they have been heard and understood no matter how large or small their
problem. They want to know that you see the problem from their point of
view. A caring, empathetic tone, more than words, allows the customer to
hear your concern. Customers don’t care what you know until they know
that you care.
- Enthusiasm brings an observable high level of energy or interest to a situation.
It can be shown towards your customers and your work. It’s not wildly
over the top, but it is energetic, positive and openly expressed. Your
enthusiasm influences your effectiveness in a service position, because
the appropriate enthusiasm determines how the world sees you as able or
willing to help. Enthusiastic people enjoy helping others and show it
with a positive attitude and high energy. They enjoy being proactive and
going the extra mile.
is about having the commitment to solve a problem. It’s the opposite of
the mentality that says, “That’s not my department,” and then shifts
the resolution off to someone else. Ownership makes a clear connection
with the customer that says, “I am your partner and own this situation
with you,” which more effectively represents you and the company. It
shouldn’t take two people to give good customer service. Step up and
take ownership of the challenges that come your way.
involves living up to commitments. This trait relates just as easily to
your co-workers as to your customers. In every case, it’s critical that
we live up to our commitments. Colleagues need to know they can count
on each other to be on time for a scheduled shift or meeting. A
co-worker who can’t be counted on disrupts everyone’s schedule. Ill will
and stress is a chain reaction that can radiate outward until service
mentality slips among team members. As they saying goes, “There is no I
in the word team.” Follow-through and dependability demonstrate a
service mentality of responsibility.
is having an easy flexibility to deal effectively with different types
of customers and situations. As your customer base becomes more diverse,
adaptability is crucial. Aging populations, language and cultural
differences and related factors are challenges to providing excellent
service, but people who are adaptors are accepting and tolerant. Their
mind-set is evidenced by their ability to adapt and to respond and react
positively. With the service mentality trait of adaptability, you’ll
assist all of your customers respectfully and effectively.
requires the capacity to be successful at satisfying the customer,
while taking into account the resources and needs of your organization.
Going too far either way puts you out of balance. Customers must feel
they have been heard and treated fairly. The company needs employees to
operate within guidelines and practices. A secret to having balance is
knowing that you can acknowledge the feelings of the customer, even if
you disagree with the facts presented by them. Acknowledgement does not
mean agreement, so acknowledge the feelings, move on to the facts, and
address the issues.
- Resiliency means having the
ability to bounce back quickly from adversity. Resiliency allows a
representative to remain calm in adverse situations or recover quickly
from crisis and not show discouragement. We’ve all had setbacks, both
personally and in our daily work. We need to be able to bounce back
emotionally and professionally and handle those setbacks, while never
taking out frustrations on customers or co-workers.
Exceptional customer service helps a great organization stand out from the
competition. It’s the tie breaker and the added value that gets the
business for your company that pays for jobs—including your job. A
high-performing customer contact employee requires The Service Mentality
mindset. Make it your goal to become more aware of all of the seven
traits as a first step to more effective customer interactions.