eLearning 4 Life: The Business Of Customer Service

I was on the phone this morning setting up a new account for our power bill, having changed providers recently, and the lovely gentleman on the end of the phone chuckled at the end of our conversation and said, "I hope you don't mind me asking, but are you in customer service by any chance?"

My first response was to smile and say, "No," until I had a moment of alternative thought and replied, "Well actually, yes I am. I'm a teacher."

So why did he think I was in the business of customer service? And what is it about teaching that is all based around customer service?

1. Relationships - when he answered the phone he introduced himself as James and I kept referring to him as that throughout the conversation. Good customer service means remembering people's names and referring to them as that. This makes people sure that we know who they are. Think about how much parents like it when we call them by name.?
2. Being attentive - I made sure that I was in no way distracted when talking to James. I would have made eye contact if he'd been in the room, but instead, my mobile phone was off and my attention was all his. Could you imagine how I would feel if HE had been distracted and I could hear beeping going on as texts came in to HIS phone?! Good customer service means giving undivided attention and focus to people.
3. The personal touch - we all like to feel valued and we all like to know that someone is going the extra mile for us. Good customer service means adding personal touches to the things we do for others.
4. Having manners - it's pretty basic but is often neglected nowadays. Nothing says customer service like please, thank you, ma'am and sir. Good customer service means using manners.
5. Sincerity - saying what you mean and meaning what you say. Carrying through what you claim you will do. Being real. Good customer service means having integrity and?following through.

So why did James think I was in customer service?

1. I used his name to refer to him.
2. I focused on the call and was attentive to him.
3. I asked how his holiday break had been.
4. I said please, thank you and was genuinely polite.
5. I followed through with something we had agreed to on another call.

Yes thanks James, I AM in the business of customer service, because I am a teacher :)

Source: http://elearningr14.blogspot.com/2013/01/the-business-of-customer-service.html

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