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?
About these ads

About Attila Ovari

Attila Ovari is passionate about life and thrives on empowering others, in particular when it comes to leadership. Attila has in excess of 17 years of experience in the private, government, not for profit and volunteer sectors. He also has formal qualifications in business, management, training and legal services. He is currently study towards his Masters of Business Administration. Attila’s sense of adventure has taken him around the world. His passion for travel includes a number of community projects in developing nations and he has conducted business on four contingents around the globe. Attila has a passion for speaking, writing, training, coaching and consulting individuals, teams and organisations to achieve greatness. Attila writes at his personal blog www.attilaovari.com, where you will find his contact details.

Posted on Saturday, 01 Mar 2014, in Uncategorized and tagged , , , , , , , , , . Bookmark the permalink. 17 Comments.

  1. Thanks for one’s marvelous posting! I truly enjoyed reading it, you could be a great author.I
    will make certain to bookmark your blog and will come back very soon.

    I want to encourage that you continue your great work, have a nice holiday weekend!

  2. Fine way of explaining, and fastidious paragraph
    to obtain facts regarding my presentation focus, which i am going to convey in school.

  3. Attila, what a great way to highlight a good experience. I’m thinking about this in a church context all the time. For some reason, there are many churches who don’t think that good customer service is a godly trait. I disagree. There are also churches who think that having a welcome team excuses others from being friendly, welcoming and hospitable.

    Churches who get this are blessed churches. And they’ll typically experience the joys of growing.

    • Thanks Robb for sharing…. I agree with you, Churches also need to show good customer service. I think that if a Church was all welcoming then people would more likely to come back there….

  4. A great example of how uncomplicated great customer service really is. A friendly smile, a welcome and an offer to help. And yet, so often those three little, but important pieces are missed.

  5. Last year I was at a clothing shop in a Sydney shopping centre and the assistant was amazing. Nothing was too much trouble, she helped me with fitting and getting the right size, and she was happy to help. It wasn’t just for me either. She was the same with every customer. I was so impressed that when I got home I wrote to the company and told them what an amazing employee they had at that store. I never heard back from them so I can only hope they passed on my comments to that lovely woman.

    • That is a great story of customer service….. I also like to way you shared the experience with the company so they can thank the employee….. Which I hope they did as staff like this can be rare to come across.

  6. Hi, I so agree with you!

  7. A friendlier place- very much so!

  8. Hi Attila… It only makes great business sense to WOW your customers :)

  9. A smile and a greeting costs nothing, when I’m out and about with the family or at work I always make a point of smiling and saying hello lol the kids always comment dad you know a lot of people

  10. Thanks for sharing. I especially like that you pointed out the need for taking care of morale.
    1. There’s a woman that works the self-check at Kroger’s who will often times walk up and scan your items for you or if the scanner prompts for attendant, she quickly responds without you asking.
    2. Taking notice of the individuals that make up your team, inquire and follow-up about their motivations.
    3. This is not something I’ve always done, but I read something a couple of years ago that reminded me how important this is- The smile of a stranger has more impact than we realize.

    • Thank you for sharing….. Sounds like you have had some great experiences with good customer service…. I know that it is not just good for business, but also makes the world a friendlier place.

Please Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Follow

Get every new post delivered to your Inbox.

Join 46,467 other followers

%d bloggers like this: