Some people think you can’t teach customer service. That may be true, but only if the person you’re trying to teach doesn’t have the right attitude or mindset to begin with. There is no doubt that some people “get” customer service, while some people don’t. You’ve heard the old adage that you hire the attitude […]
Some people think you can’t teach customer service. That may be true, but only if the person you’re trying to teach doesn’t have the right attitude or mindset to begin with. There is no doubt that some people “get” customer service, while some people don’t.
You’ve heard the old adage that you hire the attitude and train the skill. Most of the time, people refer to the skill as something technical or specific to a business, that can be taught. Customer service can be taught, however the person must first have the right attitude and mindset that will allow him/her to develop the skills necessary to deliver an amazing customer service experience. And, if they are not already good at it, they must be willing and able to accept the training.
As it applies to customer service training, there are two ways that people become successful customer service superstars. Either their parents taught them or they learned on the job.
It’s easy to teach customer service when a parent raises their child to do things right by other people. All they need is a little on-the-job training to be pointed in the right direction. Some people aren’t so fortunate to be brought up that way, but still have an idea of what doing the right thing is all about. They are open and willing to delivering great service, but it may take a little more formal training once they get on the job. From the customer’s perspective, it doesn’t matter how a person learns their customer service skills. All that matters is that these people deliver, and they do. The superstars in customer service are amazing.
So, here is the big question: Why are some people amazing and others are not?
First, here are some reasons that people may not be amazing:
And, here are some reasons that some people are amazing:
As has been my common theme for years, being amazing isn’t about being over-the-top or delivering a “WOW!” experience. It’s about being better than average. It’s easy to be better than average some of the time. It’s the best that are better than average, all of the time. And that is what being amazing is all about; better than average, all of the time. So, be amazing!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com/. Follow on Twitter: @Hyken (Copyright ©MMXII, Shep Hyken)
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