Being Nice Woody Allen said, “80% of success is just showing up.” Well, 80% of customer service is just being nice. Recently I’ve been writing more about the simplicity of customer service. The concept of customer service is simple. Just be nice. Okay, maybe I am over-simplifying this a bit. A great customer service experience […]
Woody Allen said, “80% of success is just showing up.”
Well, 80% of customer service is just being nice.
Recently I’ve been writing more about the simplicity of customer service. The concept of customer service is simple. Just be nice. Okay, maybe I am over-simplifying this a bit. A great customer service experience consists of two other elements: operations and quality of what you sell. That’s the other 20%. And, without that 20%, it doesn’t matter how nice you are.
That is why people will pay more for a cup of coffee at Starbucks. They provide an amazing experience, and it starts with the nice people behind the counter who take the customer’s order and make the coffee.
Even a website is controlled by people. The customer’s experience will be a direct result of the thought and effort someone (or a group of people) put into making the experience simple and easy to navigate and understand. One of the reasons that Zappos.com is so successful is because of its website. Even though their customers are shopping online, they know that if they need help, they can just dial a phone number (that is easily found on every page of the website) and get their questions answered or the problem resolved. That’s part of their customer service.
There are lots of companies that manufacture or sell the same types of products or services. It’s the ones that can differentiate themselves with their customer service that are more successful. And a big part of that customer service, maybe even as high as 80%, is simply about being nice.
Simply put, if the product or service does what it is supposed to do (operations and quality), and you are nice about the way it is delivered, you have a winning combination. It really is that simple.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXII, Shep Hyken)
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA