My daughter loved the movie Beauty and the Beast. Just to set the story for everyone, it’s about a young woman – Belle – who loved to read and the Beast who loved her. Initially, the Beast imprisoned her, hoping he could get her to love him so the curse that turned him from Prince to Beast would be removed. Later he released her, and they fell in love.
Oftentimes, as customer service people, we try to find the prince inside the beast of a customer. We try to look for the good in the person ranting, raving, and being unreasonable. If all we focus on is that exterior ugliness, then we may not want to provide a solution or an answer – we may not even want to help.
But this tip isn’t about how we see the beast of a customer; this tip is about a positive we can learn for ourselves from the Beast himself – the man with the ugly exterior yet the heart (literally) of a prince.
I’m certain that most everyone reading this CSS Tip of the Week is a kind, caring person – one who wants to help others and better his or herself. And while having that pleasant, positive, and helpful inner core is great, the question is: Will our outside show what our inside is all about?
It’s not enough to be caring. We have to convey caring.
It’s not enough to work on a problem for a customer. We have to let them know what we’re doing and when it will be done.
It’s not enough to be pleasant. We need that to shine through in our face and our voice.
It’s not enough to be engaged. We need to let our eyes and questions share that interest.
We need to first know who we are and what we want to be FOR others. Then we have to be intentional about becoming that, and becoming that WITH the other person knowing it.
Show others your service side.