#1 Posted: 17 Dec 2012 10:15
A key ingredient to success in the customer service industry is enthusiasm. This component is crucial to both gaining and retaining customers. Whether you're on the phone, face to face, emailing or web chatting, your level of enthusiasm is apparent to your customer. Have you ever noticed how most customers will mimic your actions? If you walk fast (not too fast!), they will walk fast. If you smile when speaking, they will smile when speaking. If you add enthusiastic punctuation when emailing or chatting, your customer does the same. Enthusiasm is contagious! Here are a few tips on enthusiasm.
1. Enthusiastically Acknowledge Your Customer - Your acknowledgement of your customer is the initial opportunity to put your enthusiasm on display. When you're face to face with your customer, can they see the light in your eyes? Are you proactive in moving toward your customer or do you wish they would go in another direction? Your enthusiasm for what you do should make it easy for you to reach out to your customer. Can your customer hear the enthusiasm in your voice over the phone? Your voice tone and inflections tell your customer if you're really interested in providing assistance. Did you know your enthusiasm level is evident when web chatting with or communicating via email with your customer? These two methods of communication can be somewhat cold and indifferent when improperly done. Recently I experienced a computer virus and contacted a repair company's chat line via my smart phone. I started the conversation with "My laptop has a virus. I need assistance please." The person responded by chatting "Sorry to hear that! We're here to help! May I offer our on site service to you? We can have someone at your location within 45 minutes!" This person's punctuations and word choice led me to believe that he really wanted to help. When web chatting, utilize word choice and punctuations that match how you would exhibit enthusiasm if you were face to face with the customer.
2. Enthusiastically Provide Assistance - I visited a big box home improvement store in search of a home alarm system battery. Right away upon entering not one, but two employees offered assistance. When advised of my reason for visiting, both offered to assist! One associate practically tore me away from the other stating, "I'm pretty sure we have that item. Let's go and find it!" Now I don't know if these employees received sales commissions - I was just happy that I didn't have to walk all over the store in search of that battery! It's important for your customer to see, feel and hear your enthusiasm. Make sure that the customer doesn't feel that they are interrupting you when seeking assistance. Eye contact, facial expressions, voice tone, body language and word choice are all important during the service interaction. Ask questions to make sure you understand the needs of your customer. Your customer feels valued when you ask probing questions in order to provide the best solution to their needs. When done in an enthusiastic manner, you contribute to the building of a long-term relationship. I recently presented my "Now That's Customer Service!" Award to a young man for his enthusiasm in attempting to locate a particular shirt during a visit to a local retail store. He searched high and low in the store for that shirt - with a smile on his face and pep in his step. When it became apparent that the shirt was not available in my neck size, he advised me that he could order the shirt and have it in the store within 3-5 days. How could I turn him down? I was infected with enthusiaminitis!
3. Enthusiastically Show Your Appreciation - Most customers want to feel appreciated after choosing to utilize your products or services. Can they see, hear and feel your enthusiasm after the service interaction/product purchase? First of all, provide an enthusiastic closing to the purchase or service transaction. A heartfelt smile or handshake administered with a touch of enthusiasm can go a long way in making your customer feel important. When ending your phone conversation with your customer, enthusiastically thank them for calling and remind them of how much they mean to your company. Do the same when ending your web chat or email session with your customer. Enthusiastic service coupled with an enthusiastic "Thank You" can endear a customer to your business. Most customers can tell the difference between a scripted (required) and a genuine "Thank You". Make sure that your "Thank You" is enthusiastically genuine!
Enthusiasm is a powerful emotion. Incorporate enthusiasm into your service delivery experience to increase your chances of creating repeat business. Your customers have emotions. Remember your goal in customer service is to provide a great experience for your customers. Do so by Enthusiastically Acknowledging Your Customer, Enthusiastically Providing Assistance and Enthusiastically Showing Your Appreciation. A great experience produces positive emotions. Make sure that experience is filled with enthusiasm. It's contagious!