C&T Scene: Be a service superstar!

Make every interaction count. Even the small ones. They are all relevant– Shep Hyken

Zappos is known for their amazing relationships with customers. One time a man’s shoes were sent to the wrong address. It was the delivery company’s fault, but Zappos found a perfect solution. Since the man urgently needed those shoes because he was the best man in a wedding, they sent him free shoes that came the night before the event.

We all know excellent (and poor) customer service when we see or experience it.  As a customer yourself, it may not be surprising to know that:

  • 73% of us fall in love with a brand because of friendly customer service representatives
  • 65% of us have switched to another brand because of a poor experience
  • 67% of us are willing to spend more money with a company that guarantees us a satisfying experience

The same principles apply with both external and internal customers.  In the C&T Performance Feedback form, someone who performs excellent customer service is described as “courteous, helpful; understands and responds to the needs of customers and colleagues.”

Who is the customer?
Basically, anyone you interact with is considered a customer. External customers are individuals who interact with Yale from outside of its overall operations. An internal customer can be any individual from any department within Yale that you interact with —departmental colleagues, management, staff members, and faculty.

Three levels of customer service: Which level do you provide?

  • Level 1:  Good Customer Service
    Transactional:  I furnish information that you requested in a timely manner.
  • Level 2:  Better Customer Service
    Empathetic:  I furnish information in a timely manner and ensure it answers the customer’s question.
  • Level 3:  Superstar Customer Service
    Critical thinking:  I furnish information in a timely manner and ensure it answers the customer’s question.  But, prior to that, I ask key questions to understand the customer’s needs (what is behind the question) to ensure that the information I have provided meets the customer’s interest.

Self-assess your current customer service skills by reviewing the information below and take steps to bump your skills up a notch.

How to elevate your customer service to superstar status:

  • Display empathy. Use language that shows your ability to understand other people’s feelings and where they are coming from. Phrases like “ This is a really challenging time for you” or “ I can tell you are upset” or “This must be hard for you” helps to show colleagues that you care.
  • Communicate. When you communicate, either verbally or in writing, do so in a clear and easy-to-understand way.  
  • Do not oversimplify a response by just providing an answer. Try to understand what is behind a question or a request to be sure you are providing the right information.
  • Listen actively. Concentrate and focus on what others are saying.  When you paraphrase what you heard with phrases like “What I understood you said is…” or “So what I am getting from you is that…” or “I just want to make sure we are on the same page…” not only shows you care, but also makes others feel valued and heard and can help move a difficult conversation to a resolution.
  • Bring a positive attitude. This is a state of mind in which you look at things favorably or with optimism.  This shows professionalism and leads to greater satisfaction overall.  A positive attitude leaves others with a good impression of you.
  • Be responsive in a timely manner. This show that you are respectful of other people’s time.

We all want to be treated like customers, and employees value colleagues that demonstrate superior customer service. Those who do not show excellence in this area may create a strained relationship or lack of trust, a difficult work environment for other team members, and more.

To do customer service well, take time to build up your toolbox of skills.  What will be your first step be?  Browse these soft skills and take the associated LinkedIn Learning course.

Other helpful resources

 

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