To better understand the perspective of this and my other articles on customer service I recommend you read the short introduction at Why These Articles? first.
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Really, you should go out and
make an experiment of this. When you go to the gas station, corner store, etc.,
take note of it and see how it makes you feel.
We are so used to this that we don't put any attention on it or choose to ignore it. But it does make a big difference.
The CSR who doesn’t smile is
blowing customers off! That’s not only a violation of their obligation as a CSR, to just be friendly but, because they’re actually turning customers away they acting like an enemy of the organization that pays them.
You can try this yourself. Say "Good morning, how can I help you" and try to sound cheerful. Do this with a smile and without smiling. You can hear the difference. Ask a friend to close their eyes or face the other way and tell you if you are smiling or not.
It’s very difficult and takes
considerable specific effort to sound cheerful, warm and friendly if you don’t
smile. It takes so much effort that I know that it never happens unless you
smile. End of story.
CSRs who work for me will be
fired if they don’t greet every customer with a smile. It’s that important. You
must do it.
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