The HEART of Customer Service: Questions for Customer Service Training Programs
We’ve all had awful customer service, and we’ve had wonderful service. Customers have a “ME” sign invisibly written on their forehead, according to Holly Stiel in her book, The Neon Signs of Customer Service. They want to be taken care of… understandably.
In order to get the most out of your customer service people, it’s important to ask questions to stimulate their minds and have them take responsibility for their learning. The ideas below may help you in creating more exciting customer service training programs.
Three Quick Questions:
- Do you truly enjoy serving others?
- Can you handle challenges without taking things personally?
- Can you find the gifts in everyday interactions?
The quiz above brings up some of those areas that can make or break a customer service representative.
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To get to the HEART of Customer Service, it’s important to note that you’re in a helping, giving position. Your job often represents the larger company that you work for, and your role is to give the customer the highest service possible.
Here’s a preliminary exercise:
Remember the worst service you’ve ever had. Make mental notes of all the things that your server did that bothered you.
What were the words?
What were his/her actions or behavior?
What kind of feelings and thoughts did it bring out in you?
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Now compare that to the best service you’ve ever had. Repeat the same exercise about your most delightful service. Remember the best service you’ve ever had. Make mental note of all the things that your server did that made you feel good.
What were the words?
What were his/her actions or behavior?
What kind of feelings and thoughts did it bring out in you?
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What makes a customer service connection special?
What kinds of behavior show heart-felt sincerity and caring?
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What do you do or say to yourself after a negative encounter to keep positive?
What are the best methods for keeping cheerful and optimistic when situations get you down?
These types of questions will allow you to get to the HEART of Customer Service within your organization.
Are you ready, able, and willing to change your environment to bring successful customer service into your workplace?
It’s up to you. Humankind needs you, and you can make a difference in how you serve.
