Brilliant Customer Service - How to Impress your Customers! - Chapter 2

Summary

In Chapter 2 of 'Brilliant Customer Service,' Tony Hunt emphasizes the importance of first impressions during face-to-face interactions with customers. He introduces the '7-Eleven rule,' stating that customers form 11 judgments about service staff within the first seven seconds, focusing on attributes like responsiveness, friendliness, and professionalism. The talk highlights the significance of appearance, body language, and listening skills in shaping customer perceptions. Hunt also discusses the impact of company culture and personal attitudes on service quality, suggesting the use of the 'SOFTEN' acronym to improve interactions. The chapter aims to equip customer service representatives with strategies for delivering exceptional service and exceeding customer expectations.

Takeaways

• 😀 The '7-Eleven Rule': Within the first seven seconds of meeting, customers form 11 impressions about you based on your appearance and behavior.
• 🤝 Importance of First Impressions: Customers' perceptions are significantly influenced by their first impressions, emphasizing the need for a professional and approachable demeanor.
• 👔 Appearance Matters: Staff should dress appropriately and adhere to grooming standards to project a professional image.
• 🗣️ Communication is Key: Effective communication involves not just words but also tone of voice and body language, with 93% of the message conveyed non-verbally.
• 👀 The Power of Eye Contact: Maintaining appropriate eye contact is crucial for establishing a connection and showing that you are actively listening.
• 🤝 The SOFTEN Approach: Utilize the SOFTEN acronym (Smile, Open posture, Forward lean, Territorial awareness, Eye contact, Neutral facial expression) to enhance interpersonal interactions.
• 🔁 Active Listening: Practice active listening by restating, summarizing, and clarifying customer statements to ensure understanding and build trust.
• 🚫 Avoid False Listening: Be aware of and avoid common pitfalls in listening, such as interrupting, focusing on hidden agendas, or tuning out after getting the desired information.
• 🛠️ Overcoming Barriers: Address and overcome barriers to excellent customer service, such as rigid processes, lack of motivation, and unconscious incompetence.
• 🎼 The Competence Model: Recognize the stages of competence in customer service, from unconscious incompetence to unconscious competence, and strive for continuous improvement.

Q & A

What is the significance of the '7-Eleven rule' in customer service?

The '7-Eleven rule' in customer service refers to the 11 things a customer forms an opinion about you within the first seven seconds of meeting. These include whether you are responsive, friendly, professional, helpful, knowledgeable, credible, empathetic, courteous, clean, attractive, and confident.

How does the perception of a customer service representative affect customer interaction?

A customer's perception of a representative, formed within the first few seconds, influences their trust and confidence in the interaction. This perception can affect their receptiveness to what the representative says and how they view the service provided.

What is the importance of making a good first impression in customer service?

Making a good first impression is crucial as it sets the tone for the entire customer interaction. Customers tend to trust their initial perceptions more than words, and a poor first impression can be difficult to overcome.

What does the acronym 'SOFTEN' stand for in the context of customer service?

SOFTEN is an acronym used to improve customer service interactions. It stands for Smile, Open posture, Forward lean, Territory (maintain professional space), Eye contact, and Neutral response.

How much of a message's impact is attributed to visual aspects according to the script?

According to the script, 55% of a message's impact comes from the visual aspect, which includes appearance, body language, posture, and eye contact.

What is the role of listening in providing excellent customer service?

Listening plays a critical role in customer service by allowing representatives to understand customer needs, emotions, and expectations. It helps in building rapport and providing tailored solutions, thereby enhancing the customer experience.

What are some barriers to providing brilliant customer service mentioned in the script?

Barriers to providing brilliant customer service include rigid processes and procedures, habitual behaviors that resist change, lack of motivation, unconscious incompetence, and lack of feedback on poor service.

What is the unconscious competence stage in the model of customer service development?

Unconscious competence is the stage where a customer service representative does not know that they don't know how to do something well. They are unaware of their incompetence and have not been informed or encouraged to improve.

How can a customer service representative demonstrate congruency in their interactions?

A customer service representative can demonstrate congruency by ensuring that their body language, tone of voice, and words all convey the same message. This alignment helps in building trust and credibility with the customer.

What are some positive listening techniques that can enhance customer service?

Positive listening techniques include stopping to listen without interruption, focusing on the speaker, empathizing with their situation, avoiding judgment, and using affirmative words and body language to encourage the speaker.

Why is it important for customer service representatives to own the process?

Owning the process means that representatives can make decisions and handle customer issues without needing to consult a supervisor. This autonomy allows for quicker resolution and a more efficient service experience for the customer.