Last night I noticed the coolest thing waiting in line at Chick-fil-A. While placing my order in the drive thru, I notice that they have a video screen where I can see the person that is taking my order.
At first, it was a little weird; just because I wasn’t expecting it. However, by the end of the order it was OK. Being able to connect visually with the individual that was taking more order was pretty cool.
Have you ever called a customer service line and wondered where was this person that was assigned to be my customer service representative? Most of time there is nothing that connects you with the this person. As a matter of fact, many times they act as if you bothered them.
What could be done to make customer service more personal?
It’s amazing how you can disarm a person just by the tone of you voice. Friendlessness and a general sense of caring can come through even if you can’t see their face. Have you ever been on a call with someone and could tell that they were smiling? Attitude can be heard, as well as seen.
Be Open to Going the Extra Mile
It easy to tell when someone is just doing their job and when they have your best interest at heart. Great customer service is an unforgettable experience that is shared with friends. It’s the foundation of where referrals come from. Truly going the extra mile isn’t considered a task. It’s usually comes from putting yourself in the customer’s shoes and really caring about their concern.
Follow up isn’t a form letter or a recorded call. It’s a real human being taking a few moments to verify your satisfaction with their service. It isn’t rocket science… It’s just being human.
There are great brands who are using social media to put a personal face on their brand. Brands such as Wells Fargo, Dell, Lenovo, General Motors and Zappos have have seen their efforts not only meet the needs of their customers, but also increase the sales because of their efforts.
At the end of the day, every person wants to be on the end of great customer service. The secret isn’t always scripts and canned responses, but a human being that respects the customer who’s willing to serve until the customer needs have been met.
Have you been a recipient of great customer service? What else would you recommend to exceptional service?
image credit: torley