5 Customer Service Traits That Guarantee to Bring Customers Back

By: Cary Cavitt

Every so often we will cross paths with what I like to refer to as a customer service superstar. They are a breed apart from everyone else. We can never tell when we will have the honor of being served by one of these service superstars. They are in every type of organization and appear normal from all outside appearances. But be served by one of these superstars and we soon discover that they are head and shoulders above the rest.

What is the secret that makes these customer service superstars win us over? What is their key in consistently giving each customer an outstanding service experience? One of the first and foremost secrets in their winning ways is that these superstars make their customers feel valued. These people simply treat each customer as if he or she was the most important person on the planet. Customers walk away feeling as if they were the owner of the organization.

We soon recognize that these superstars live a life that tends to focus on the needs of others. We get the impression that they genuinely enjoyed assisting us. We also feel that the service performed had nothing to do with a person simply following a job description in order to get a paycheck. The service becomes a pleasant memory that is soon told to others.

The reason that they exceed at serving others is because these superstars are sensitive to the needs of the customer. They have an innate ability to know how the customer feels and what his or her inward needs are. Their gift of making customers feel comfortable allows the whole experience to be enjoyable. The superstars also find new ways to give the customer a positive memory of the service received. Let's now turn our attention to five simple secrets that will uncover these superstars of service:

1. Superstars have a positive frame of mind

The secret in offering great service is to stay away from an uninviting attitude. Having a positive attitude is a major key in providing each customer with a great service experience. These will always go together. Customers will want to return simply because of the attraction that a positive attitude creates. These customers will also want to return and tell others because of the positive memory of the service being offered. By being positive, these superstars make their customers feel welcomed and accepted.

Remember that the perception in the customer's mind is what really matters. If a customer feels that their service experience was below average, then it was below average. In reality we are in the customer perception business. This is why it is paramount that we periodically take an attitude check and maintain a positive atmosphere for our customers.

2. The superstars are excited to assist others

The poor service experiences that we remember are typically the result of being served by a person who lacked enthusiasm. This perception that the person was not excited to assist us made the overall experience below average. But our perception takes a complete turn when we feel that the person serving us was enthused during the whole process. It is important to remember that the secret is to show our customers that we want to assist them. One easy way to achieve this is to be enthusiastic about giving them our best service. This important key will instantly make customers walk away feeling that the service was outstanding.

3. The superstars respond quickly to the customer

In order to keep up with our customer's busy lifestyles, we need to serve in a manner that reflects efficiency. They want us to respect their time by taking care of their immediate needs in a way that conveys quickness and professionalism. Our goal is to show that we can be trusted by offering them service that expresses that we respect their time. By showing that we value our customer's time, we are essentially building the trust needed to win them back in the near future. We will also consistently offer five-star service by being professional and serving in a manner that conveys that we respect their busy schedules.

Customer service will automatically improve when we convey that we respect our customer's time. Our best moments of being a customer always include feeling that our time was respected. The person serving us gave the impression that our time was important and quickly took care of our needs. I am convinced that the only way to project five-star service is to show our customers that we respect their time by serving in a highly professional and efficient manner.

4. The superstars strive to be their best

Every customer service superstar is motivated to bring out the best in themselves while serving others. Their passion is to offer each customer an outstanding service experience. The passion and enthusiasm shown is a direct result of simply wanting to become the best in their chosen profession. This drive is inward motivated and makes all the difference in how their customers perceive the service.

It is always impressive watching a service superstar performing on stage for his or her customers. They consistently have a way of giving 100% to their customers and offer them a great service experience. These superstars give the impression that they not only enjoy their jobs, but that they genuinely enjoy serving each customer.

5. The superstars give their customers attention

Comparable to being efficient with our customers, giving them attention also expresses that we care. By simply being attentive, we are telling our customers that they are important and deserve to be treated with respect. The power of giving attention is that it also conveys a certain level of respect. We must also remember that most customers enjoy playing this role because of the anticipated attention that they are hoping to receive.

Teach these five excellent traits into your training and begin to see your service improve instantly. Your team will begin to outshine the competition and your customers will also become your best advertisers simply because of the exceptional service received.

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Cary Cavitt is a customer service expert and has authored several books on the subject. He is available as a keynote speaker and for business training throughout the United States. Seek for more customer service articles or customer service books.

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