Customer service is not something you simply ‘do’, it has to become who you are, at least while you are serving and dealing with your colleagues and customers.
First you have to recognise the fact that who you are is not fixed. Not at birth and not now. Your ‘personality’ is shaped by your DNA, events, experiences, and most importantly, conscious choice. However, without getting too deep about this, I am simply talking about a ‘persona’ you project and adopt, in the same way a method actor might assume a role or character for a play or film.
So, who do you want to be today?
The best choice would be to be the type of person that your customers and colleagues like to work with, deal with and come back to. Universally, people like to deal with people who have a certain ‘attitude’, or charisma about them. This is true whether you are dealing face-to-face or on the telephone. If we don’t have any face-to-face or visual communication, we have to use our voice to create the right impression. Most people would agree that the following characteristics are the ideal ones we would like to have our customers describe us as:
These are all words that we would like to create in the mind of our customer, or the person we are dealing with on the other end of the phone. There is no great difficulty in doing this, so long as we are able to take control of our own physiology and verbal behaviours. The most important thing of all to understand is that we only have our voice to do that with, but it is voice tone that people then interpret and use to judge us by. You can add or adjust these characteristics as you wish.
However, now is the important part. You have to define the behaviours that cause people to judge you and see you with the characteristic.
“How you are perceived is as important as who you are. To the customer they are one and the same.”
Every day, practice acting, behaving and project the person with these attributes, consciously. That means overriding any unconscious feelings or bias and choosing your behaviour each second if necessary until it becomes an automatic part of you.
For example, consider the following when creating your successful personality.
– voice tone
– facial expression
– how you dress
One of the simplest ways is the ‘act as if’ technique. “If I was feeling really friendly, cheerful and helpful…how would I act?”