Customer service quality is a two-way street. When customers set themselves up for an enjoyable experience, they often get it. Doing so is easier than many realize, too.
I was inspired to try an experiment in obtaining customer service quality thanks to an unusual electronic exchange I was privy to. An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers being “spring-loaded in the pissed-off position.”
What a phrase! And what an observation that applies well to the quality of customer service people experience.
Ever noticed how quickly you get triggered when the service you receive goes bad? Ever noticed how short the fuse can be on the customers around you?
I decided to try the opposite approach and see what happens in regard to customer service quality. I’ve been traveling a lot lately, and whenever I’ve needed personal service, I put myself in an intentionally good mood: “spring-loaded in the appreciative position.”
Guess what happened?
I met friendly waiters, chatty taxi drivers and airline check-in agents who went out of their way to help me. I got telephone assistance way beyond expectations and found sales staff who were polite and eager to please. Everywhere I turned, service providers gladly went above and beyond the normal call of duty.
I wonder why? Was it something in the water? Something in the air? Or something more fundamental – about me?
Key Learning Point For Customer Service Quality
Service is a two-way street. Life is, too. Want good service? What you send out comes right back to you. Stay positive and you just might enjoy the customer service quality you’re after.
Action Steps For Customer Service Quality
Make the decision to get great service from today. It’s easy! Just get yourself “spring-loaded in the appreciative position.” You would be surprised at how well you are treated when you put forth an effort yourself.
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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” book and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit www.RonKaufman.com.
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