{"id":386,"date":"2015-04-27T21:37:49","date_gmt":"2015-04-27T21:37:49","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=386"},"modified":"2016-04-14T17:55:51","modified_gmt":"2016-04-14T17:55:51","slug":"the-truth-about-really-great-customer-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/the-truth-about-really-great-customer-service\/","title":{"rendered":"The Truth About Really Great Customer Service"},"content":{"rendered":"

When was the last time you had really great customer service?<\/strong><\/p>\n\"Great\n

Perhaps it was when you bought something in a store, checked in at a hotel or the airport or even made an enquiry over the phone.<\/p>\n

When I ask this question of participants on my seminars, people respond with all sorts of great customer service stories.<\/p>\n

They say things like – “The lady I dealt with was really warm and friendly” or “The guy in the store made me feel really important” or “They always remember my name when I go back to that shop.” What al these comments have in common is that – they’re all Human Level responses.<\/p>\n

We tend to base our judgement of great customer service on how we’re treated as humans. Very rarely do I hear – “The goods were delivered on time” or “They replaced my faulty items without a quibble.” We tend take these Business Level responses as a given. It’s the Human Level responses that influence us in terms of whether we’ll use the service again and\/or recommend it to others.<\/p>\n

When dealing with other people be they Internal or External customers, it’s important to open the conversation on a Human Level before doing the business; then say something during the interaction that is not about the business at hand. Then, when the business is complete, close the conversation on a Human Level. This is even more important when dealing with a customer who is upset.<\/p>\n

It’s just as important to deal with our Internal customers on a Human Level before discussing business. Start thinking about making your emails a bit more Human.<\/p>\n

People nowadays will tell you that there’s no time for Human Level responses and customers, both Internal and External, want you to cut straight to the business. However a short Human Level response can speed up the business and make your life so much easier.<\/p>\n

So there you have it; human beings have a massive need for acknowledgement. We want to know that other people care about us, that we’re important and we’re accepted. If we satisfy that need in others by communicating on a Human Level as well as a Business Level, then all our interactions will be much more productive.<\/p>\n

About the Author<\/strong><\/p>\n

Alan Fairweather<\/a> – The Motivation Doctor – is a professional speaker, author and business development expert.<\/p>\n","protected":false},"excerpt":{"rendered":"

If we satisfy that need in others by communicating on a human level as well as a business level, then all our interactions will be much more productive.<\/p>\n","protected":false},"author":114,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/386"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/114"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=386"}],"version-history":[{"count":6,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/386\/revisions"}],"predecessor-version":[{"id":8095,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/386\/revisions\/8095"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=386"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=386"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=386"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}