What do you want from your customer service experience? Do you want to be given the best of the best, or are you content with mediocre?
No matter what your answer is, most people want something better than they’re getting. While this won’t ensure inadequate service will never happen, here are five pointers on how to become a better customer and receive the Ultimate Customer Experience!®
1: Don’t be a pain in the butt!
This should go without saying — however, all of us have observed a customer that’s a PITB! (Pain In the Butt. And, we can occasionally see this type of customer when we look in the mirror!)
Nobody likes a customer who complains about everything. Even if you have all good intentions, it’s still annoying and frustrating for others. Be considerate and respectful when talking to customer service representatives — they are there to help solve your problems.
2: Don’t be rude
This should also go without saying, but we’ve all been in a customer service situation where someone is being flat-out rude to a representative trying to help them! It’s annoying and frustrating for representatives — plus it reflects badly on your company if you’re the one being disrespectful (or at least perceived that way).
If you’ve had a bad day and are taking it out on the staff, don’t be surprised if your order is made wrong or takes longer than usual to arrive. Treat everyone with respect, no matter how busy they appear.
It’s important to remember that even when you’re not on the job, you represent your company, your community, and your family and friends. It doesn’t take much to simply be pleasant — and it’s worth the effort!
3: Don’t be condescending
It’s not easy to stay calm and polite when someone is being snippy, but it can make all the difference in how a representative perceives you. Keep a smile on your face, even if you’re dealing with rude customer service representatives from time to time.
As long as you are remaining professional (and acting in a pleasant manner), it is much more difficult for them to serve you in an inferior manner.
4: Don’t make the customer representative wait.
It may be tempting to take your time, especially, for example, if you don’t feel like dealing with the customer service representative on the other end of the phone line. However, making a representative wait for an extended period is unacceptable in terms of superior customer service etiquette. Be prepared to communicate with those who are serving you.
This does NOT mean you should refrain from asking questions or seeking advice. However, all employees are under significant pressure nowadays. (And your fellow customers get annoyed when delayed by someone hemming and hawing when they should be ready with a question or request.)
Another example of poor customer service etiquette is loudly talking on your phone or distracting conversations with friends and family. (This also includes playing music or a sportscast others can hear while you wait for your order.) This behavior is annoying to other customers who are sitting just a few seats away.
Also, if the staff requests you move from your current spot because it helps them serve additional customers, understand their needs and their request.
5: Don’t “Mother-Hen”
In other words, don’t be a “helicopter customer” who hovers over the staff and asks them repeatedly if they’ve done something or why it’s taking so long! This is annoying to those working to serve you…and just as infuriating to other customers!
If your order is delayed unacceptably, it’s fine to ask for an update. However, hovering won’t help — it’s like expecting the elevator to arrive more rapidly if you keep pushing the “up” button over and over.
Being a good customer is simple. Be nice, patient and understanding – but simultaneously, don’t be afraid to complain when something’s not done right!
The business you are dealing with has the responsibility to deliver the Ultimate Customer Experience ®. However, that does not preclude that all customers can take steps to ensure they are worthy of the effort required to obtain it!
The term “Ultimate Customer Experience®” is a Federally Registered Trademark of our company. If you would like to ensure that your team delivers the highest level of distinction in dealing with your customers, let’s talk about how we can help you make that happen!
