Customer Service Habits that Dazzles

After being in the Airline industry for 25 years, having worked in the customer service environment, trained customer service agents and ultimately being responsible for the Airport areas of a regional carrier, I have learned that customer service depends highly on the customer service habits of each employee and the protocols observed by the business.

I recently had one of the worse customer service experiences, and that from my insurance company whom I have been a client of for over 15 years. What stood out for me is that they were never this bad in the past. Which means that they must have lost the plot somewhere along the way. It this experience that caused me to write this article. Perhaps an attempt to draw attention again to the life blood of any business.

In today's competitive business landscape, providing exceptional customer service has become more critical than ever before. With customers having more choices than ever, businesses need to ensure that they are providing a remarkable customer experience to keep customers coming back. Customer service touchpoints, the interactions that customers have with a business, are critical to achieving this goal. Every touchpoint is an opportunity for businesses to make a positive impression on customers, and every employee must be focused on providing exceptional service.

Customer

service touchpoints are critical to every business because they represent an

opportunity for businesses to make a lasting impression on customers. Whether

it's a phone call, email, or in-person interaction, every touchpoint should be

treated with the utmost importance. These interactions are a chance for

businesses to build a relationship with customers and create a positive

reputation. Each touchpoint should be designed to meet the needs of the

customer, and employees should be trained to provide exceptional service at

every stage of the customer journey.

Each

customer service agent must develop habits that dazzle the customer on every

interaction. This means going above and beyond what is expected of them to

provide a remarkable customer experience. It's not just about solving the

customer's problem; it's about making them feel valued and appreciated. Habits

that can dazzle customers include anticipating their needs, listening

attentively, showing empathy, and adapting to their needs. By developing these

habits, customer service agents can create a positive reputation for the

business and build a loyal customer base.

Every

employee must be customer-focused, not just those in customer-facing roles.

Every employee, from the CEO to the janitor, plays a role in creating a

positive customer experience. A business's culture must be customer-centric,

with a focus on providing exceptional service at every interphase across the

customer value-chain.

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Here are some of the key habits that every touch point in a business must implement, measure, and improve on:

Habit 1: Anticipate

One of the most critical aspects of providing exceptional customer service is anticipating the needs of the customer. As a customer service agent, you must be proactive and take the initiative to look out for opportunities to be of service. Instead of waiting for customers to ask for help, you can ask them how you can help them. This small act of initiative will go a long way in dazzling customers and making them feel valued. Aim to go above and beyond what is expected of you to provide a truly remarkable customer service experience.

Habit 2: Unconditional Positive Regard

Every customer is unique, and each customer deserves the best service possible. When interacting with customers, it is important to treat them with unconditional positive regard, regardless of their background or current situation. This means showing genuine empathy, respect, and understanding towards every customer. By treating customers with respect and showing them that their needs and concerns are important, you can build a loyal customer base and create a positive reputation for your business.

Habit 3: Listen Attentively

One of the most critical skills a customer service agent can possess is the ability to listen attentively. When interacting with customers, it is essential to listen to understand rather than simply responding. By actively listening to customers, you can gain a deeper understanding of their needs and concerns and provide them with personalized solutions. Listen for content, not just how the customer is saying something, and look for indicators that can help you build a lasting relationship with the customer.

Habit 4: Empathy

Empathy is the ability to understand and share the feelings of another person. In customer service, it is crucial to be empathetic towards customers to build trust and understanding. Put yourself in the customer's shoes and imagine how they are feeling. By doing this, you can develop a better understanding of their situation and provide them with the best possible service. Customers will appreciate your empathy, and it will help to build a lasting relationship.

Habit 5: Disclosure and Feedback

Communication is key to providing exceptional customer service. When interacting with customers, ask questions, check for understanding, and respond with relevant information. Creating a feedback loop is also important to ensure that customers feel heard and valued. By asking for feedback and responding to it appropriately, you can make customers feel valued and help improve your customer service processes.

Habit 6: Adapt to Customer’s Needs

Every customer is unique, and their needs and preferences may differ. As a customer service agent, it is important to be adaptable and able to provide personalized solutions to meet the customer's needs. Be open to feedback and be willing to adjust your approach to best serve each customer. By doing so, you can provide a remarkable customer service experience that customers will remember.

Habit 7: Be Accountable

Accountability is essential in providing exceptional customer service. It is

essential to create a one-stop shop where customers can go for all their needs.

When a customer raises a concern or complaint, take ownership of the situation

and work to resolve it as quickly and effectively as possible. Monitor the situation

and follow through to ensure that the customer is satisfied with the outcome.

By taking ownership of the situation, you can build trust with the customer and

create a positive reputation for your business.