Customer Service Training: Great Customer Service Skills - "That is Not a Bother, That is My Job"

Customer Service Training:
Great Customer Service Skills - "That is Not a Bother, That is My Job"

Today at a local family owned restaurant I heard the young waitress (mid-twenties) tell a customer who had just apologized for bothering her make this statement: “That is my job, and your request is not a bother. Please always tell me what you need, because my job is to make your dining experience the best possible."

Wow! Does this server get it or what?

Just imagine your restaurant having two, three or ten employees with this customer service attitude? Do you think your register would be ringing up a lot of receipts?

So the question is how do you train for this behavior? First, you cannot train because this is truly a belief that needs to be developed. Therefore, the Human Resource Department may need to review its training material to include attitude redevelopment along with a proven goal setting and goal achievement process to ensure consistent execution.

Another strategy is to hire for this type of customer service attitude by screening for those talents that support such a demonstrated feeling. Of course, if this action is taken it probably makes sense to have the written job description reflect those specific talents.

So what talents are critical for providing the ultimate customer service? In my research and working with my clients, I have found these 12 talents to be critical to identifying those individuals who truly "get it."

Attention to Detail - In many cases, customer complaints are repetitive problems because someone failed to read, hear or understand the little details. Being aware of those details can help to solve any complaints or potential problems.
Attitude Toward Others - Keeping a great positive attitude toward others is critical for all employees. How others are treated be them internal or external customers reflects on the organization and translates into either just surviving or thriving.
Consistency/Reliability - Delivering the same service at all times regardless of the situation is the first step to improving overall quality.
Emotional Control - Learning how to keep personal emotions under control especially during high tension times is absolutely necessary.
Enjoyment of the Job - If your employees do not like their jobs, your customers will hear and feel that dislike during their interactions.
Evaluating What Is Said - Effective communications begins hearing what is actually said and then working with emotional control to move the communication process forward.
Handling Stress - Being able to return to that inner peace is where handling stress begins. Many believe they handle stress well, however, this is an outward appearance and fails to keep the internal locus of control in a state of calm.
Job Ethics - Understanding that being on time, not taking time off, etc. is especially necessary within the customer service arena. Customers come to depend on certain employees. When those contacts are not available, this may create additional frustration for your clients and may cause them to go elsewhere.
Personal Accountability - The buck stops here is not just for management, but should be embraced by all employees. No one likes being passed around. Of course, existing policies or systems may prevent that. However, from the outside looking in, this still gives the perception that buck-passing is alive and well in your organization.
Proactive Thinking - Human beings are reactive in nature. Being proactive works with having a great attitude toward others. Some organizations such as the Ritz Carlton has even provided a budget for each employee to proactively handle any client's problems.
Self Starting Ability - When employees understand their roles and the structure along with the processes support them, then having the ability to get it done without a direct order makes perfect sense. Those employed individuals who are consistently asking what should I do next fail to "get it."
Using Common Sense - There is a time for common sense. From demanding clients who want more than the employee is authorized to deliver to handling a simple problem using self-starting ability, common sense is ever present. Again, if the current strategies, structures and processes are not in alignment, internal customers may be prevented from using common sense.

These 12 talents when developed within an organization where alignment exists between strategy, structure, processes, rewards and people will lead to greater customer loyalty not to mention all those increase sales. By investing in learning those talents, you can save your limited resources of time, energy, money and emotions because you are truly working smarter and not harder. Then you will have a customer service force where you will hear "That's Not a Bother, That is My Job!"

Source: Leanne Hoagland Smith: link

Article Content: Customer Service Skills

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