The final two items on the ‘most important’ list for companies that provide the best customer service are Ownership and Adaptability.
Taking Ownership of an interaction with a customer is an absolutely HUGE arena where many companies stumble. Not taking ownership of a client transaction, whether it be negative or positive or large or small, leaves the customer in the lurch. At best, they are confused because they don’t know if they are going to be helped. At worst, they are angry because they feel they are not being helped.
Never excuse yourself from providing help. Phrases that should never be heard by a client include ‘I wasn’t here that day’, ‘That’s not my department’, ‘She’s not here’, ‘I don’t know anything about that’ and also ‘I’m new’.
There is NO REASON to be unhelpful. Not even if all of the aforementioned things are true!
Taking ownership means that you help the person to the best of your ability. You may not solve their problem but you can point them in the right direction and start the ball rolling. ‘Let me get your information and I will connect you with someone that can help you’. ‘Jack would know the answer to this; I will have him get back to you tomorrow and straighten this out’. Be proactive! Offer all the assistance that you can muster and make sure the client knows what to expect.
If you answered the call, you own the call! If they are looking at you, you own the interaction!
Having staff that is Adaptable is an overlooked but important item when thinking about developing a great service mentality.
When you think about all the people that call or enter your business in a day or a week, you realize what a diverse group they are.
Sometimes that diversity means a different ethnicity and you may be having to adapt to someone whose first language is not your own. This may mean you need to speak more slowly or simply and listen more carefully.
Diversity can also mean dealing with different moods. Perhaps the person you are confronted with is having the worst-day-ever and they are grumpy. If your default personality is over-the-top bubbly, you may have to tone it down and relate to the client on a cheerful but more subdued level.
How about the diversity of personalities? You may be a laid-back-person-of-few-words type who frustrates the client that is expecting a detailed description of how something works. Or the opposite? Don’t make someone run from the room screaming because you have given them so many details their eyes are glazed over!
Slow talker? Seldom can a slow-talker be rushed. You have to pace your questions and comments carefully to fit in to what they have to tell you so that they don’t feel rushed.
Take a moment to intentionally relate to your customer and fit your pace or style to theirs. It will show them that you DO have a great service mentality and want to provide them with amazing customer service.