Habits are hard to break…and that can be a good thing…if they’re good habits.
Let’s talk about customer service habits.
Stephen Covey wrote a book on the 7 Habits of Highly Effective People. Dr. Art Markman (as seen recently on Dr. Phil) talks about developing “smart habits” in his new book Smart Thinking. But in the world of customer service, what are great habits? We address the 25 characteristics of people GREAT at customer service in our own book – Am I GREAT at Customer Service?
So let’s take what these three books state to address how to become an habitually great customer service professional:
- From Covey, begin with the end in mind. Have a vision of individuals and organizations that you’ve patronized that are great at customer service. What makes them great? Is it Chick-fil-A’s consistency, Disney’s attention to detail and the WOW experience, Nordstrom’s personalized service? What about the people, the process, the experience, the facility, the website makes you want to go back? Create that vision before you decide what habits to undertake.
- In Markman’s book, he talks about the need to identify what habits you want and then filling your life with them, replacing poor habits whenever possible. So what poor customer service habits do you have? Are you disorganized? Do you talk too much and listen too little? Are you impatient? Do you look at the computer too much when engaged with a customer? Find what you do wrong, and replace them with habits that do right by the customer.
- In our book, we list multiple positive characteristics that you could use to replace those poor habits. For example, organize your e-mails into folders. Get in the habit of asking customers questions upfront when they complain instead of arguing key points. Turn away from your computer when a call comes in or a customer arrives. Proof all e-mails before sending. Smile before you answer the phone. Respond to every voice mail and e-mail within 6 business hours. End all customer conversations by summarizing next steps and timeframes.
Get great at customer service by envisioning what you want to become, identifying your bad habits, and creating good habits to replace them.
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/
Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/