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NewsvineREMEMBER WHAT YOUR MAMA TAUGHT YOU
September 28th, 2007by Holly Rains / BusinessVoice Creative Consultant
Having spent a good amount of my working life in the field of customer service, I know a thing or two about “service with a smile.” But you’d be surprised how infrequently common courtesies ever arise on BOTH ends of the transaction. I’ve been there. I understand how hard it can be to wait patiently on the little old lady writing a check at the speed of molasses. Or how difficult it can be for “thank you, have a nice day” to escape your lips after being told to–well, if you’ve ever worked a service desk, you may know what I’m talking about. A customer may see you (and treat you) as just another face behind the register, or another voice over the phone, but try to keep this version of the golden rule in mind: customers are the reason you are there. Without them, your business (and your job) wouldn’t exist and neither would that paycheck at the end of the week. So no matter how hard it may be, sometimes you really do have to just grin and bear it. And always remember the manners mama taught you. Here’s a checklist if you need to keep it on hand:
- “Hey there” and “hi” are not the same as “hello.” “Good mornings/afternoons” are even better.
- Please and thank yous are an easy way to show you care.
- Be patient with customers–maybe they had just as bad a day with THEIR customers.
- A smiling face can make a lasting impression in these times of customer disservice. Try to always have a pleasant expression.
- Never forget you courtesies when YOU’RE a customer. If you know what it’s like to be in their shoes, treat them as you would like to be treated yourself.