Is anyone tired of the U.S. elections already, even though they haven’t taken place yet?
At the national level and also at the local level, politics seems to be driven by an endless series of slogans, trite sayings, and jargon. They include brief words, phrases, or labels trying to get us to love one candidate or detest the other.
Candidates paint with broad brushes when describing ideologies, ethnicities, and characteristics of their opponent or those whose vote they want to impact.
Great Customer Service is different. In many ways, it’s the opposite. Great Customer Service is about the 1-on-1, not the categorization of the masses.
Great Customer Service requires that I must view you as an individual, a unique person with your own gifts and talents, your own issues and priorities. I cannot take you for granted based on how you look or what you say. I cannot judge you or your situation based on the question at hand or the manner in which you present yourself.
I can’t rely on the superficial. To be empathetic, to truly help, I need to be willing to go deeper. I need to care enough about you and your needs to ask questions, to listen, to allow you to paint the picture of the uniqueness of your situation.
I can’t force you into a group; I must allow you to create an impression of the unique you.
When trying to help someone, don’t let the superficial or their first impression result in your prejudging them – whether that judgement be good, bad, or indifferent.
To be great at customer service in those 1-on-1 moments of truth, strive to view the other person as one who is unique.
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