Customer Service Is An Emotional Experience
In the world of customer service there is one reality you can't escape. Service is an emotional experience
and you want to embrace it. There I said it; service is not a logical but rather an emotional experience.
You want to understand the ramifications of each emotion and how each impacts the moments of truth
with your customers.
I always get a kick out of those you try and apply logic to customer service. They love to hang up the
numbers. I was in a car dealership, a painful experience most of the time. Sometimes after going to car
lots I'd feel so dirty I'd have to shower as soon as I got home. I was in this dealership that was decorated
with customer service slogans. One sign bragged of a 96% customer approval rating. When I asked the
manager what that meant he told me that only 4% of the dealerships customers complained. Are you
kidding me? I was born at night but not last night! Do you think they always tell you? When they tell you
you're lucky; when they tell others you won't be. The silent killer of your business is out to get you.
Delivering quality service that meets or exceeds you customer's expectations is more challenging now
than ever before. I realize that your business is unique. I have worked in many industries to find customer
service solutions. From a customer service perspective I believe there are two kinds of service businesses.
I refer to them as simply 'feel good' and 'feel bad'. The feel good businesses sell or service vacations,
dinner, jewelry, real estate, automobiles and other forms of retail therapy. In a feel good business
customers are generally excited to book that cruise, buy that diamond ring, buying that new car or look
forward to that special dinner on Saturday night.
It takes a lot more effort to make a customer unhappy in a feel good business. You have to let the phone
ring forever, answer the phone like you don't care, put customers on hold without asking permission.
When they come in you need to avoid them an