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In Your DNA – Ensuring Excellent Customer Service

Customer Service has become such a loosely used term. Is it time to bring back that authenticity and humility within the act itself?

A recent press release from an incoming CEO at a major U.S freight company was quoted saying: “It’s no longer our job to satisfy our customers, it’s our job to amaze them”. Maybe it was a catch-cry, maybe the quote was genuine. Regardless of which, the statement is true. How many company owners or staff would wake up in the morning and have this tagline in mind as they begin their day?

Some say providing excellent customer service is in our DNA. Great customer service coaches and retail staff have a natural desire to be of service to others. They may receive an almost euphoric high when the customer shows a genuine appreciation, thanking them for their time and effort. The ongoing effect is a natural one – the service seeker looks for the next natural high which we call fulfilment. The natural service seeker which loves being “of service” excels.

However, teaching to serve with authenticity, humility, tenacity and passion should become a core element of  every business and retail store. Through a thorough induction process, 1 of the 5 major personality traits will reveal itself. These traits are: openness, conscientiousness, extraversion, agreeableness and neuroticism – advanced by Ernest Tupes and Raymond Christal in 1961.

Regardless of the trait, having the ability to encapsulate what I like to call “emotional service” is an essential ingredient to position your unique selling proposition, when compared to your competitors. Most other unique market USP’s surround price, location and product. All useless if customer service is lousy.

We have to believe that kindness, the thirst for knowledge, being of service and gratitude come more naturally to the human heart. This is the difference between being served, and well, being served.

When we break it all down, It’s the ultimate feeling of fulfilment and gratitude when we’re in service of others that fuels us to continue doing so. It’s why so many of us repeatedly give our time and energy to people, communities, friends and family members. We are naturally wired to be in the “service” of others because it’s a win, win for all.

Customer Service has become such a loosely used term. Is it time to bring back that authenticity and humility within the act itself? 

Customer Service is really about being at your customer’s service. Below are some practical examples of ways retailers can improve sales and build better customer relationships:

  • Firmly understand and believe that the culture of your business is everything to your success
  • If your staff are eager to work at your organisation, you will automatically qualify to be a place customers want to visit
  • Displaying practical and consistent signs of gratitude to staff that go over and above the status quo is an overlooked area of customer service.  We must duly praise our employees when it’s due

For some, being in service to others is natural, for others not so much. One thing is for certain – no one can deny how we feel when we’re shown appreciation.

About the author:barry 6

Barry Nicolaou is a regular Exposed Online Contributor and is Founder and Director of www.barrynicolaou.com & ShoeCircleBarry’s’ passion for inspiring and encouraging change for seminar members to live on purpose is truly contagious. For upcoming seminars, he can be contacted here:barry@shoecircle.com.au

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