The Curve of a Culture of Service

When we think of curves we think of hour glass figures, of sculpted abs, of a good fitting article of clothing.

The curve you need to be excellent in customer service is the curve that you inscribe on your face. It is your smile.

Smiling is part of communication that is known as non-verbal communication. Social scientists indicate that only 15% of communication is verbal and 85% is non-verbal.

If you want to signal a warm welcome, if you want to acknowledge your pleasure, that you are in the company of a good client, be sure to smile.

When you are on the phone, smile. Your voice will sound different.

The curve on your face signals that you are approachable. Most of us want to be friendly. Send the universal signal, your smile.

Employees Act Like You Own It

If your attitude about a culture of service at your company is pay me my eight hours and let me go home, you are missing the boat.

In fairness you are accepting pay for your work. If you act like the employer owes you for showing up, and not for sharing your talents, your human spirit will diminish.

Connect with your own spiritual depth and take pride in what you do. If every day, prior to walking though the door you consider, What great things will I do today for others? Your day at work will be different. You will be other directed. Service will be a key that opens your own door of happiness.

After all it is your life and no one has a ball and chain on you. Make it your day and act like you own the place and pay attention to how you can make a difference. A culture of service will be part of you and others will notice. It will set you apart.

Business Goals and the Employee

Culture is a term that many business persons like to discuss and potential employees also like to ask in their first interview, What is the culture of this company?

Culture is a repetition of visible behaviors based on a basic business stance.  In the case of a culture of service the basic business stance is that of respect and appreciation for what drives the business.  Two basic human elements drive the essence of business, the customer and the employee.

The employee has a basic obligation to represent the employer in business transactions.  If you are that employee, you want to distinguish yourself from other employees so that when the next person to be promoted is called, that will be you.  To do this you need to identify with the goals and objectives of your business.  Your goal should be to make sure that the business purposes of your company are served by your actions.  This means that everything you do on the job should help make your employer the business of choice for the customer.  Choose always to represent the interests of your employer.

To do this it may be helpful to think of the role of a diplomat of government.  The diplomat realizes that she serves the interests of the government and takes great care to align what she says and does to reflect appropriately on the government sponsor.  This may mean exercising greater patience that she might in personal relationships.  The diplomat is always aware that the rules are different in diplomatic circles than at home and strives to learn what these rules are so as to be able to thrive in diplomatic circles.

As an employee you need to be aware of what the customer expects.  The customer is self interested.  The customer wants something.  The customer believes that an exchange of money should result in value.  Thus just as the diplomat, you need to learn the rules of customer engagement.  

When we realize the rules are different when we are at work, the better we understand that the principles of good customer service should guide our actions on the job.  Watch this blog for interesting tips on your participation in a culture of service.

Manage the Irate Customer

A culture of service trains employees to recognize that the customer that complains has something to say and wants to say it.  The tendency of the recipient of the caller is to defend the company position and needs to know that the skill that is required is active listening.

However, the recipient of the call may feel under personal attack.  Good training helps the employee to "manage the experience".  The proper technique is to thank the caller for providing the company information about its service or product and request that the caller elaborate. When required the caller should be asked  to explain more.  The listener should let the caller speak.  It is also appropriate to ask the caller if there is anything more that the caller wants to relate.

The company representative should identify what options are available to resolve the difficulty.  After a review of the options the company representative should indicate what shall be done and identify when it will be done.  As always in good customer relations and in building a culture of service the company representative should thank the caller.

Gratitude is Grandiose

The short phrase "Thank You" carries much meaning. It is the phrase that carries a sentiment expressing gratitude. In many cultures the measure of a good education is not how many books you have read, but the courtesy you extend. Thank you is the phrase that shows respect. Thank you is the phrase that parents teach to their children and constantly quiz their children saying, "Did you say thank you?" Good customer service never forgets this basic building block of good relationships.

As you may have already read in this blog you want to make sure that you introduce yourself to your client and after providing your service state: Thank you for using our service!

A good thank you connects you and your service/product to your client. If your service is just like the same service down the street; you have not connected your personality to the service. There is always a human dimension to a transaction. When you say "Thank You" the message to your client is: I am grateful that you are here and choosing my service.

Make it a habit

A culture of service needs to be visible.  If you started to introduce yourself and started to use the names of your clients and then stopped doing it you need to start again.  Any time you begin a new practice you need to recognize that it needs to become a habit.

Think for a moment about your habits.  If you have a habit, it is due to your many repetitions.   You don't think about it.  It has become an internal script.  When you set out to create a culture of service your initial efforts will fade if your are not intent on repeating the effort.   

Think for a moment how you might use the concept of a "script".   A script is a common tool of media moguls.  What you hear on television is typically not off the cuff.  It is carefully prepared and scripted.  The actor practices the lines that will be recited.

In effect you are the "Director" of your Culture of Service.  Do not be afraid to have employees repeat again and again the practice of making a good introduction and using the names of your customers.  When your customers hear their names they will know that your company is different.

Be Different!

The worse thing you can do at work is to be indifferent.

What you want to do is stand out and be recognized. How can you do that?

It is really simple. Imitate the news media and you will learn the first step.

Have you ever noticed how much time is spent on the newscasts telling you the name of who is telling you the news?  The secret is using your name.

Every reporter tells you their name. The start of the major newscasts start out telling you, for example, that Brian Williams is in New York and only after that comes the news. When Brian sends the report to the scene he tells you who is reporting. When the reporter closes the story, you again hear the name of the reporter signing off.

Your parents gave you a name and when you hear your name you perk up. So start introducing yourself to your clients. Use your name. Then learn their name and use it.

Within your work setting, start using the name of people. Suddenly you will be thought of as person of good culture and upbringing.