Customer Service Makes Good Business Sense

by Louise O. Kirkland, CFLE, Extension Educator, University of Maine Cooperative Extension

The nature of customer service has changed during the last 10 years. Today's customers expect something more than traditional customer service. They demand exceptional customer service. They want us to exceed their expectations, demonstrate that the organization cares for them, and work immediately and decisively on their behalf.

Your competitors can easily copy your products, prices and promotions; however they can't copy YOU and the SERVICE you provide. To your customers, you're the voice and personality of your business.

How do you communicate with your customers? Let's examine a few tips which you might incorporate the next time you greet one of your customers.

1. Body Language - Many people are more likely to believe nonverbal signals than words. Do you smile and nod your head to encourage the customer to speak? Do you lean forward and maintain eye contact to show you are interested? Do you avoid crossing your arms, legs, ankles or wrists when talking to customers? With that posture, you are "closed" to conversation.
2. Tone of Voice - Are you sincere in you speaking? Do you show empathy and concern for their needs? Are you speaking too fast thus showing that you are nervous or in a hurry? Do you maintain a moderate volume to help calm an upset customer? Keep a smile in your voice.
3. The Right Words - Consider asking open ended questions. These begin with the words where, when, what, who, which and how. They tend to keep conversation going because they ask for information from the customer.
4. Build an Emotional Connection - Learn your customer's name immediately and use it whether it is on an informal or formal basis. You might want to express common interests with your customer such as hobbies, family, recent events, pets or the weather. How do you display confidence? If customers believe that you know what's going on, they will be more eager to work with you. Do you show empathy to your customers? When you are sensitive to your customer's feelings, needs and thoughts, you are putting yourself in their shoes and solving problems becomes much easier.

So as you deal with customers on a daily basis, you may want to remind yourself to "keep your attitude up beat and positive" all day long. Remind yourself to engage in positive self-talk and practice healthy thinking. Take care of yourself with healthy eating habits, a regular exercise routine, proper sleep and spending time with friends and family members to add value to your life. And finally bring your sense of humor to your business. Bringing a little sunshine into each customer's life makes for good business sense.