It’s not simply saying “yes” to every customer request. Instead we’ve noted that even if a company takes care of every request, if its response is lacking in personality, it still may not be perceived as good service.
You see, if the “I’ll take care of you” response is void of personality, in other
words, zombie-like and mindless (robotic even), you might appreciate that your request was fulfilled but still not be impressed with the customer service.
The point is that customer service is more than just saying “yes.” It’s more than doing what the customer expects. It’s taking care of the customer with some personality. The personality traits of a customer-focused individual include caring, empathy, sincerity, cheerfulness, and more. And
remember, this isn’t just about the front line – everyone is a customer, whether they are internal or external.
So, how much personality does it take?
Well, the customer needs to get some sense of enthusiasm and caring – even a slight demonstration of the customer-focused traits mentioned above can show the customer that you are not just going through the motions. This empathy and connection with the customer is really what is needed.
Great customer service at Churchill doesn’t mean saying “yes” to every request. It’s a little something more than simply fixing your issue. It’s the personality the Churchill team put into your experience with us.