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Customer Service Experiences – 3 Points to Remember

Do you have any traditions that you follow at this time of the year? Once the festivities of Christmas day are over, my sister and I usually go to the movies on Boxing Day with our Mum. We have been doing it for years and it has become a traditional girls' day out for us.

This year was no different. We decided to go to a cinema we had not gone to before as its screening times suited our plans for the day.

The people working at the cinema that day were polite but … they did not seem sincere. We heard the obligatory, 'enjoy the movie' but there was no enthusiasm in their voice or body language.

Purchasing from the Candy Bar was an interesting experience. The person serving us did not even look at us. I looked around to see who she might be staring at over my shoulder. There was no one there … To top it off, her voice was monotonic – so much so that I missed the total of our purchases and had to ask her to repeat it … only to be assaulted with another monotonic answer.

Was I sure I was in a place where I was going to have an enjoyable experience? I was hoping the movie was worth the indifference. Thankfully it was.

What experience are you providing your customers?

Your frontline staff will be providing your customers with the first impression of your business. What impression do you want to give your customers or potential customers? If the first impression is not a positive one, will the product or service be worth the indifference for them as my movie was for me?

Three points to remember

  1. Show enthusiasm in your voice and actions – even if you don't feel like being there that day
  2. Smile
  3. Maintain eye contact when speaking with your customers

These simple actions can help to make your customers' experience with your business a pleasant one.

End result:

They are more likely to give you return business and referrals.

As to our traditional Boxing Day movie, we will continue that however we will be going somewhere new next year.

!

Maria Pantalone

Maria Pantalone is the author of Success Talks: Conversations with Everyday Leaders. Maria works with individuals and teams to make communication their strength so that their message is heard. She provides tailored programs in presentation skills, business writing and effective communication as a leader and team member. Maria’s programs help her clients to excel in their role and be recognised as leaders in their field.
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