Service on Stage

An excellent stage play is well written and the actors identify with the role they are assigned.

Customer service is similar. If you are an employee you need to know your role. When you identify with your role you become a master of the role.

Many employees mistakenly fail to play the role. Rather than fulfilling the duty of customer service you hear the refrain "That's not me." or you will hear, "I have to be authentic to myself."

Actually that employee is not being authentic to the basic agreement between employee and the employer. At work the employee agrees to supply a service, and in exchange the employer agrees to offer payment.

The employee accepts that payment and in the cylce of life provides for the well being of self and the well being of the family. In other words if you provide a service you can provide for others. When you do this good things happen. You buy a car. You educate a child.

In the stage play, the actor performs what is written in the script. The role is enhanced by the investment of the actor in the part. Customer service is the same. The interaction between the customer and the employee is typically scripted. The wise employee realizes that investment in customer service; and the use of words that are effective, produces an outcome known as customer satisfaction.

When you achieve customer satisfaction, via your personal investment in your role; as a by-product , you achieve personal satisfaction because you are an achiever! Know your role and don't be afraid to perform it!