People seem to delight in telling stories of crummy customer service. Whether it’s a lack of genuine concern from Too-Busy-Texting Tina or an apparent show of rigidity from I-Only-Recite-Policy Ivan, the service world has its share of less-than-stellar service representatives.
That said, there are many more people in the service industry who really care about their customers and are dedicated to giving excellent service. Rather than showcase the poor performers, let’s put the spotlight on service providers who have earned “SuperStar’ status based on recent interactions:
Robert Nisley, the concierge at Ann Arbor’s Campus Inn: Thanks for your warm welcome, your creative problem-solving, and your attention to detail. Thanks for sharing your insights about Ann Arbor’s downtown and for going the extra mile for your guests.
Dana Opal at the University of Michigan Radiology Scheduling department: Thanks for apologizing to a caller for the inconvenience of being transferred to the wrong department. Thanks for taking on the issue and for searching for a contact person in the right department who could help. Thanks for the kindness in your voice and your refusal to take on a “I don’t have that information here’ attitude.
Brittney at the Ypsilanti BW3: Thank you for paying attention. For recognizing your regulars—even when you haven’t seen them in a while. For being so attentive to your guests and for making them feel welcome with your warm smile and friendly banter.
Steve from Sears Home Services: Thanks for your prompt arrival, being an engaged listener, and sharing your knowledge. Thanks for checking ‘one more thing’ to see if that would solve the problem and for giving your senior citizen customer a step-by-step method to prolong the life of her appliance.
All of these service providers have one thing in common: They act like they like their jobs! They:
- Answer the phone or greet customers in person with a smile.
- Find a way to connect through humor, storytelling, or asking good questions.
- Take responsibility for making sure the customer’s needs are met.
- Treat the customer, the customer’s property, or the customer’s concern with sincerity and warmth.
Customer service is not dead. It’s alive and well thanks to these professionals and thousands of others who want to do good work and choose a customer-focused approach to their work.
If you know of a service provider worthy of recognition, leave a comment here or send an email to [email protected]
© 2010 Pam Wyess Workplace Results LLC