A majority of our shopping
memories – both positive and negative – comes from the experience we had in
customer service.
Customer service can be a
make-it-or-break-it factor in a shopping experience turning out fabulous or
frightening. The focus of “good” customer service is usually on the person giving
the service; we rely on the salesperson, store clerk, call center employee, or
service manager to GIVE good customer service.
But, as a customer, your role on
the receiving end of customer service is important, too! How can you increase
the likelihood of GETTING good customer service? Here are a few ideas:
Be nice. A polite
demeanor and positive attitude will set you apart from other shoppers. A study
done by Penn State University found that customer service representatives were
cursed at, belittled, or threatened on the average of seven times a day. If you are a customer that is NOT cursing,
belittling, or threatening, but instead sharing a warm and friendly presence,
it will likely be noticed. And possibly rewarded.
While being nice might increase
your chances of getting good customer service, it’s simply the right thing to
do – after all, didn’t our mothers always tell us to “Be nice!”??
Be honest. Tell the truth
when speaking with a customer service professional. After all, they’re in a
position to help YOU; lies or half-truths make that a nearly impossible. If you
are returning or exchanging an item that is damaged or malfunctioning, say so.
If you are returning or exchanging an item that you simply don’t want or had
buyers’ remorse after purchasing, say that, too. Getting good customer service
requires disclosure and honesty on behalf of the customer; telling a lie or
covering up the truth can almost guarantee that in that moment or later on down
the road, you’ve set yourself up for a poor customer service experience.
You want to be on the same team
as the clerk, the cashier, or the salesperson. So act like a team by sharing
the same goals, advocating for each other, and being honest.
Be vocal when things go well. Complaining
to other customers around us, telling your friends of an awful experience,
posting a ‘rant’ on Facebook or Twitter … these are all ways we are vocal when
things don’t go our way as a customer. If we were wronged or offended by a
customer service experience, we make sure to spread the word.
I wonder what would happen if we
were just as vocal when things go well? What if we raved to other customers
around us, told your friends of your fabulous experience, and posted ‘kudos’ on
Facebook or Twitter every time things went well? Or, what if we were in the
habit of sharing our appreciation directly with the employee and his or her
manager? Being vocal on the positives of customer service could set a tone for
consistently great customer experiences.
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