A Personal and Professional Reflection on Customer Service
As a boy, I was drawn to the world of negotiation and business, finding inspiration in the energy and excitement of the deal-making done in the markets close to my home in India. But I soon realised a fundamental truth that would define my later career: many merchants often didn't approach their transactions with the respect and appreciation that customers deserved. What I perceived as common sense didn't appear to be very common at all.
Fast forward to today, and as a real estate agent specialising in Auckland's apartment market, with an outstanding customer retention rate. I attribute my success to my commitment to excellent customer service, which I believe is rooted in treating customers respectfully.
I stress the importance of courtesy in customer service, providing valuable insights and strategies for achieving it and emphasising that customers want to feel respected and appreciated and that businesses must strive to prioritise this. Training employees to be good listeners and providing channels for customers to voice their concerns can help accomplish this.
Another essential strategy is to be empathetic and considerate of the customer's perspective. Putting oneself in the customer's shoes and understanding their needs can help build trust and rapport.
My philosophy is that loyalty is earnt by treating customers like friends and family. Customers want to feel valued and appreciated, and businesses that achieve this are more likely to earn their loyalty. By listening to customers, being empathetic, and maintaining a courteous and professional attitude, companies can create a culture of respect that will benefit customers and employees.
Common themes emerge when considering the role of respect in customer service.
First, it is important to listen to customers. When customers feel that their concerns are heard, they are more likely to feel respected and valued. You can achieve this by training employees to be good listeners and providing channels for customers to voice their concerns.
Second, it is essential to be empathetic. Customers want to feel that the people they are dealing with understand their needs and are willing to help them. You can achieve this by training employees to 'think' like their customers and to consider their perspective.
Third, be courteous. It is important to remain professional and respectful even when dealing with demanding customers. I can help by training employees in conflict resolution and setting a tone of civility in the workplace.
Want to know more? Businesses – and individuals – seeking to improve their customer service, please contact me for more insights and strategies on how to achieve a customer service culture that benefits clients and employees alike.
