Distinguished and Quality Customer Service

Take care with your appearance and the verbal and body language you use. Try to offer your customers a differentiated and quality service.

The latest research has shown that these are the complaints that stand out most when it comes to customer service:

• Unprofessional service;
• Treating the customer as an object;
• Treating the customer as a mere number and not as a human being;
• A service performed poorly the first time it is requested;
• A service provided with poor results;
• The problem is not solved or is dealt with in a rude manner.

Research also reveals that 68 per cent of customers leave companies because of problems related to the customer service attitude of their professionals.

What is this professional attitude to customer service? It's the way you relate to the customer and the way you treat them. It's something that has to do with the employee themselves, their attitudes and the way they act towards customers and work colleagues. It is therefore linked to individual conditions.

Here are some fundamental elements of a professional's posture:

A smile has the ability to change people's mood. Research shows that smiling people are rated more favourably.

Body expression is also very important and can make all the difference to customer service and the results of negotiations.

Therefore, take good care of your image. How many times have you heard the expression "The first impression is the one that sticks"? It really is true. Service professionals only have a few seconds to make a good impression on their clients or work partners. And the first impression must be the best possible.

Whenever a customer or partner approaches you, make sure they get a good impression. How?

• Keep a serene and calm countenance;
• Wear appropriate, clean and well-maintained clothes, and take care of your hairstyle. If you wear perfume, choose a discreet scent;
• For men, a clean shave and neat clothes;
• For women, discreet and appropriate clothing, with light make-up;
• Look the customer in the eye and always speak in a soft but firm voice.

Our body posture and facial expressions also speak for us. That's why we need to show consistency between what we say and what we express with our body.

Facial expressions have such a strong power that even on the phone they are decisive. For example, smiling while talking on the phone makes our tone of voice more pleasant and friendly.

A bright look conveys a sense of welcome, of interest in meeting the customer's needs, of willingness to help. An apathetic look conveys weakness and disinterest, giving the impression of disregard for the events in question.

But what causes the sparkle in our eyes? The answer is quite simple: enjoying what you do and enjoying helping others!

When it comes to posture, always be humble towards your customers, always making yourself available to serve them and interact with them promptly.

Have a friendly countenance, convey a feeling of affection and sympathy. What's more: eyes to eyes and a firm handshake convey respect and security!