A Little Difference

Memorable

Satisfying

Respectful

Positive

Fulfilling

Can it always be positive? No. Can you turn a negative into a positive? Absolutely. Certainly the outstanding Customer service representative can empathize with the Customer, understand why they are unhappy and determine what it is necessary to satisfy their concern. Ask them what it is they need to satisfy their concerns. If you can satisfy their concern then do it. If you can’t then explain to them why you can’t. The Customer may not leave the interaction with what they initially wanted but at least they know you worked hard to give them what they needed. As a Customer that is the best we can expect. As a service provider as long as you know you have done your best to get them what they wanted then you should be satisfied that you have met your goal. At times Customers can be unreasonable. They will ask for things that aren’t financially feasible or realistic. Explain to them why you can’t provide them with their request. The reasonable ones will understand the unreasonable ones will never be happy and while you have done your best there is not much more you can do to satisfy them.

As Customers it is important to remember that each interaction is just that. It is two way. If you approach a service provider with a poor attitude you may receive the same. It is only that outstanding Rep that can pull you out of your cloud and draw you in. You get what you give. Give a little and you are likely to get it back.

Most people go to work to do a good job. Generally people spend more of their waking hours at work rather than anywhere else. The most that anyone wants is to know is that what they have done each day truly made a difference for the company, a customer, a peer, or a subordinate. Imagine how it feel each day if we were to come home at the end of the day knowing that we were able to make a difference. How fulfilling that would be!!

So what do we want to do? We want to recognize those that have given us a Customer Service experience that is:

Memorable

Satisfying

Respectful

Positive

Fulfilling

With your help we want to find out who these people are. We need your help in identifying them so we can award them for making a difference in your life and most very likely the lives of other people as well. As you can see from the nominees it may not be a big difference but it is a difference nonetheless. What we would like to do is to have you submit nominees, have our visitors vote and then allow us to send them an token of appreciation.

The world today is filled with too many negatives. We want to start recognizing the positives. Take a look at our first group of nominees and see what you think. Are there other service providers out there making a difference? Or are you too busy to know about it. Remember each of these interactions is a two way street. Take the time to approach them respectfully and see what you get back in return. You may be pleasantly surprised!!

A note to employers:

Take a look at the nominees and see what you think? Do you have a Vicky, Jackie or Jason? Do you really understand the value these people provide to your organization? If not, take the time to find out who these people are. You have them. Find out who makes a difference and make sure that you recognize them for their efforts. These people create Customers for life. It is likely you would be unable to replace them with a person of similar character. Do whatever is necessary to hang on to those people. This is truly what Customer Service is about. Find them, recognize them and keep them happy. You will be paid back far more than what you are paying them. They don’t expect much but give back so much in return. Get to know these folks and you will be pleasantly surprised and it is likely they will as well. They likely get their satisfaction from their Customers. It would probably be nice if these folks received recognition from you as well.