passion

Don’t Assume because... - 8/13/19


You've probably heard this statement growing up. Your parents said, “Don’t assume, because it makes…you look bad.” Or something like that… Recently my laptop screen died, and since it was an older laptop, I decided to go ahead and buy a new one instead of paying to have the screen Read more

Patience Leads to Positivity - 8/6/19


Thank you for your patience. That’s a statement I enjoy saying…when I am the customer. When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like Read more

Back to Reality...for Customer Expectations - 7/30/19


Have you ever walked into a patient registration area of a hospital and seen a sign that said “if you’ve been waiting longer than 15 minutes, please see the receptionist?” Have you ever called a customer service number and been told by a recording that “the average hold time is Read more

For Excellence to Happen, Get Engaged - 7/23/19


The customer was throwing an absolute fit in the lobby. Sitting among several other customers waiting for her number to be called, she was raising her voice and letting out the occasional expletive about the lengthy wait time. An employee sitting behind the counter thought to herself: I’m going Read more

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

What Does “No News” Mean? Here’s a Quick Story - 7/2/19


Steven was trying to make the purchase of his new used car official, so he could get license tags for his State. In order for the State to allow him to put the vehicle in his name, he had to submit paperwork to prove that the prior owner (from Read more

Are you the Output or the Input? - 6/25/19


You’re the output and the input. Sorry to put it into such technical/industrial engineering terminology. But in a service system, we all have some role as a part of the process. First, we receive the output. Somebody has a customer that they direct to us, so that handoff is from Read more

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

Be Passionate with Customers – 5/14/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

Salespeople say “customers by on emotion.” Well why can’t employees serve with emotion…with passion?

When often talk about conveying you care for the customer, but it’s much easier to convey you care if you truly do care, and particularly if you are passionate. Passionate?

According to dictionary.com, Passionate can be defined as “expressing, showing, or marked by intense or strong feeling.”

So what aspect of your job creates strong feelings in you? Before you say “nothing,” consider these questions: Do you get excited about interacting with others? Do you love to help and serve others? Do you have strong, positive feelings about the actual product or service you deliver? Do you love working with others?

Find that positive emotion, and channel it toward customer service.

For example, if you like interacting with others, then make sure that excitement about seeing and talking with a customer comes out in your tone, the questions you ask, and your body language. If you like to help others, tell them so. We mystery shopped an organization recently, and one of the employees told the shopper that “I feel a big part of my job is to educate my customers so they can have the best experience possible.” Wow! And this was a shop scenario involving a government employee answering a question about a kitchen sink!

If you love the product or service you provide, talk to the customer about what a great product it is, but talk in terms of how much the customer will love it, or how much the customer can benefit from it, or how the customer can best utilize it. If you love working with others, tell them “I enjoy working with you” or “it’s great to work with a team” or “I enjoy working with good people.” Now that’s showing appreciation for your INTERNAL customers!

Find your passion, and channel it positively toward others.