You work so hard at being responsive and providing high quality information. You work hard at fixing problems. But is your delivery…dull?
I’m not saying that it has to be exciting, but let’s think of the word “exciting.” It means that something’s interesting, has energy, is positive. Just by its nature, excitement attracts others, usually involves others.
Now let’s define “dull.” It means that something doesn’t keep interest. It’s not sharp. It brings to the mind images of yawns, of boredom, of sleep. Something that’s dull makes the mind wander.
Are you attracted to something that keeps your interest…or are you attracted to things that don’t? Do you prefer interactions that engage you…or those that make your mind wander? Are you more interested in something that has energy…or something that doesn’t? Do you prefer something with a positive nature…or something that lacks positivity?
For your service to be effective, functionally it needs to fix the problem, respond quickly, and provide accurate and helpful information. But for your service to be a relationship-builder, it needs to keep the customer’s interest, to engage the customer, to convey energy, and to be put forth in a positive nature.
As a customer service professional, think not only of what you deliver, also consider how your service is received from the customer’s perspective. Work to keep the customer engaged, to make the interaction interesting, to convey your energy, and to be a positive part of their day.
Identify aspects of your interactions (your way of speaking with or writing to others) and your service processes that are “dull,” and seek to serve in a more engaging manner.
Sharpen your service delivery by keeping customers engaged and interested…in a positive way.