What makes for Good Customer Service?
This last week I popped into Officeworks to pick up some office supplies and was amazed at the level of customer service I received. It was a quick trip to the store, however the staff were very friendly and helpful. As I entered the store the staff member behind the counter that had just finished serving a customer looked over, smiled and said “hello”. The greeter at door was busy serving someone else when I walked in. However as I headed to the area I was after he came to find me. The greeter offered his assistance… By the time I left the store every staff member I came in contact with smiled, said hello and offered their assistance. It was a textbook experience of customer service. On leaving I told the staff member serving me that everyone was so friendly and happy today. She responded with another positive comment.
It was a great experience and certainly left a good taste in the mouth. With an experience like that I will be going back there and telling my friends about it….. Just like I am telling you about the experience through this blog. So I guess delivering good customer service makes good business sense. It builds your brand by word of mouth and has your customers coming back for more. But how do you build good customer service in your team??? Did I hear training??? Well I think that training is good, however staff morale is first. If your staff are not happy and do not have good morale then no amount of training will create a culture of customer service. As a leader I believe that your front line staff serve your clients, while your leadership serve your front line staff.
So what makes for good customer service? In the case of my Officeworks example above the staff all smiled, were friendly, said hello and offered their assistance. They all had a focus on serving the customer and helping the customer to achieve what they came in the store to do. It is amazing how the small things make a difference….. A smile and a warm greeting goes so far in connecting with others. Each and every day I encourage you to smile and say hello to people you do not know. I find it not just brings a smile to others, but also makes me feel happier.
- What good customer service experience have you had in the last week?
- In what ways do you build a good culture and morale in your team?
- Do you smile and say hello to people that you don’t know?
Posted on Saturday, 01 Mar 2014, in Uncategorized and tagged Business, customer service, Entrepreneurship, Friendly, Leadership, Management, Morale, Service, Smile, training. Bookmark the permalink. 18 Comments.