Are Customer Service Standards Declining - Or Are Customers More
Demanding?
Here that question is examined - along with some key tips for harmonious customer relationships..
The Mental Health Foundation’s ‘Boiling Point’ report
from March 2008 found that in a survey of just under 2,000 people, 64%
believe that people are in general, becoming angrier. People working in
Customer Service delivery form a buffer zone, and are perfectly aware of
this development.
We are used to customer needs and expectations constantly increasing - after
all how many people in the western world would be thrilled with a small
black and white TV set, or a party line on their home telephone?
Technology changes all the time, and with it goes customer demands. We have
quickly become accustomed to instant telephone and electronic communication,
and can watch television programmes “on – demand”. Whether working on the
telephone or customer facing, Customer Service Professionals need more
coping strategies than ever to maintain standards, and personal confidence.
Human evolution is a slow process and some things don't change at all. When
it comes to interpersonal communication, the human race still responds
according to the primal 'fight or flight' mechanism that is lodged in the
oldest, sub cortex part of the brain.
Back in the caves, when we lived in tribes, we painted our faces with a
design specific to a particular group. We still take information according
to that system. When we first see someone, the first thing notice is the
overall face (tribal identification), next is the mouth (to register either
a smile or a snarl), and finally the eyes. If we sense danger, the adrenal
gland, situated close to the liver, activates and pumps round adrenaline,
moving blood to the muscles.
This gives the body both extra strength and immunity to pain, in order to
either run away or fight it out, according to what was, and is, best for
survival.
Fight or flight is clearly defined. What we are not programmed to deal with
is being ignored. Our system doesn’t know how to cope, and goes into panic
mode.
If front line staff only knew that they are able to affect both customer
response, and personal well – being, by some tiny details of their own
behaviour. For example, when we smile, the mind does not compute whether or
not we are happy. It takes the instruction without judgement and produces
endorphin. This reduces both physical, and emotional pain, making us feel
more cheerful and optimistic.
Eye contact and a nod of the head to tell a waiting customer that they have
been noticed, recognised, and will be attended to as soon as possible, will
usually relieve the customer’s anxiety and shorten the perception of time
spent waiting.
These small, easy, cost - free measures make each interaction more pleasant,
fruitful and satisfying. Anger levels diminish, and the quality of life
improves all round. Unfortunately it's the tiny essentials that often go by
the board.
Whatever the business may do, it is all about people.
Six Key Points For Harmonious Customer Relationships
1. Always acknowledge a customer if they are waiting to be served
2. Most people will respond positively, even commenting that they are
pleased to take a brief break whilst
they wait.
3. Make eye contact, especially at the very beginning and end of an
encounter
4. It’s absolutely fine not to know something – the essential issue is
taking the trouble to find out.
5. Always call a customer when you promised – even if to say that you need
more time to check details or complete the order.
6. There is a Chinese proverb that states that every crisis contains an
opportunity. On the same basis, the most challenging customers are
potentially the most satisfying.
