Authentic Customer Care

“It’s my pleasure,” were the words that caught my attention as I requested thirty-four $10 gift cards over the phone. The agent must have repeated that phrase 3 or 4 times during our phone conversation. And do you know what? I’m sure she meant it. I could tell by the tone of her voice; kind, friendly and, well, loving. I know! “Loving” is not a word often used in a  business context!

But think about it. We’ve all experienced customer service where employees have used the phrase, “It’s my pleasure”  because it has been mandated by the company to do so. And we’ve all experienced the differences in delivery. In some scenarios those words come across robotic and inauthentic – it’s easy to see right through them. This type of delivery creates distrust for both the employee and for the organization.

Conversely, those who convey the message and really feel it in their heart, know that true service is based in love. Love means, putting others’ needs before your own. Even when it hurts. This type of delivery communicates empathy and trust and establishes a bond that can translate into future business.

So how do you get your employees to exhibit the love that you want them to display toward your customers?

Simple Answer: YOU MUST SHOW THEM. You must first exhibit love toward them. I know  this may initially make you uncomfortable and may sound a bit out of the box – love your employees? Yes, love them. Think about what you do for those you love – your children, spouse, best friend, partner?

  • You listen to them.
  • You ask for their input and ideas.
  • You put their needs first.
  • You encourage and support them.
  • You hold them accountable for their commitments.
  • You provide them with boundaries and guidelines within which to work.
  • You tell them how important they are to you.

If you want to change the service dynamic of your organization, why not do for your employees what you would do for your family and friends? Adopt some new behaviors with your employees that will make them fall in love with your organization and ultimately, your customers. Mandating it will not work.

Sharing a loving attitude with your employees and managing from the heart, will foster a climate of acceptance and gratitude that will spill over into excellent customer service.

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