Good customer service starts from the way your employees are treated. Attention to employees is reflected positively on the service provided by them. I also had a supervisor watching the work from my back. I had to offer the best customer service no matter what the mood was; the mood of the customers swung between good and bad most of the time.
When it comes to money, people become more sensitive to dealing with it. I enjoyed working with the supervisor, Frank. He was beyond routine routines. He trusted me. He was whispering to me during work “Oh good work I” or “I’ll protect you with that client.” Most of the time, he was quiet, peaceful and polite. I felt safe and supportive with him but without watching him. I understood an important rule of customer service during my work with Frank. I was calm in dealing with customers because he was calm in dealing with me; relationships and feelings play an important role in our work.
Put your feelings base for your business in customer service
Many neuropsychological studies have shown that emotions are contagious. The mood of one person may change the mood of others. Passions pass from the responsible person to the other people. When you are on the management site, there will be a great opportunity to highlight your feelings. When you are frustrated or simply angry with your staff, the reason will be to weaken their ability to do a good job. After that, the employee will move to the lowest thinking situations in dealing with customers and in return you will have made your own problems. Contribute to creating a positive atmosphere and mood when evaluating your employees, resulting in better performance results. It’s good to be interested in others and to be honest with them like “You’re important,” “You’re essential,” “You’re taken into consideration,” and these compliments inside you will go to your customers and serve them with the best you have.
Happy employees make happy customers. Studies show that employees can shift their mood by feeling. Feelings are contagious like viruses. Remember those times when I saw a smiling child and smiled automatically afterwards. This is a virus of emotions. Employees with positive feelings positively influence customers. However, you should not turn it into a routine procedure. The effect on emotions depends on the enthusiasm of the employee in his dialogue with the client. If the employee creates the enthusiasm, the feelings virus will not work.
Make your team really happy and help them stay in that mood. The easiest way to do this is to start your own to be happy. Taking care of your feelings and making them the best situation will make your employees happy and as a result they will do their job best.
This approach was applied in the deal by the founder and CEO of Southwest Airlines, Herb Keller. He made his staff happy and safe with attention and care. This resulted in an unexpected level of professionalism in customer service provided.
Just this year, Southwest Airlines was selected as one of the best places to work on the Glassdoor’s Employees award. Last year it was ranked first in customer service (lowest rate of consumer complaints) in the 2018 airline assessment.
Staffed first, Herb Keller was able to gain the sympathy and attention of his staff, resulting in outstanding customer service.
Here’s what he was saying about his approach:
“If the staff is first, they will be happy, the customer motivator will be treated well, the customer is happy, if he returns, the shareholders are happy, it’s not a mystery, it’s just the way it works.”
Herb’s ideas have made me more confident that good customer service starts with the manager’s relationship with his staff. The manager can pay attention, courtesy, and attention to emotions to come out best with his staff. Thus, they can bring positive energy to their customers. Everything starts with you if you are a manager.