If your business interacts with customers, then it’s important to have a commitment to serve. While this may sound obvious, retention challenges and turnover have made some organizations forget this important pledge.
We’ve all been in that situation where we encounter someone, who works in customer service, but does not seem interested in helping customers. Perhaps this is just a poor job match. Often, I believe it’s a training issue, where fundamental skills are not taught.
Let’s review some basic ways to showcase a commitment to serve:
Keep Your Eyes on the Customers
This isn’t a security measure but rather making yourself available to people. Just because you said, “Can I help you?” when someone entered your area, doesn’t mean you’ve fulfilled that obligation in perpetuity.
Have you ever needed to get a clerk’s attention and that person is talking with a coworker? It doesn’t take a master scientist to recognize a personal conversation, rather than a work related exchange. If employees don’t look to see if people need help, then it becomes much harder to help people.
Keep your eyes focused on the customer areas and avoid turning your back on the room.
Anticipate Problems
While the unexpected may occur, most problems with customers are predictable. Make sure the less experienced employees understand how to handle these situations, following your best practices. Share solutions.
For instance, if it’s a rainy day outside, you may want to put out a sign that says, “‘wet floor,” by your entrance. This is because you know that rain can make things slippery. Rather than wait for a customer to tell you it’s slippery, why not proactively put out the sign?
Sometimes, it’s smart to role-play the customer experience to make sure you’ve considered any issues that may come up, especially if you’re expecting different conditions, like a big sale.
Acknowledge Reality
It’s okay to say, “I don’t know,” if you don’t know. People can get themselves into trouble when they try to manufacture a reason for something.
It’s better to admit you’re not sure and then try to find an answer from someone else. Don’t think your knowledge is the ceiling for all knowledge in the business.
Most customers don’t expect you to be all knowing but they do want you to appear to care, as part of your commitment to serve.
Always Assume You’re Being Watched
If you work around customers, you need to assume they’re always watching you. Don’t display any behavior that you would not want them to see, even if you’re positive no one can see you.
In a world of smartphones, bad behavior can be captured and shared with the world in a matter of minutes. Don’t become a meme.
When I worked in TV news, reporters and anchors were told to always assume that if a camera is pointed toward you or if you’re wearing a microphone, those devices could unexpectedly broadcast you. All it took was for someone to hit the wrong button and your career could be damaged.
Let’s Create a Memorable Meeting
