When I’m not working, I’m thinking. Yesterday, I was thinking about what we (as a company) can do better, and while anything can be made “better,” I try to find and focus on specific aspects of what we do. (If you’re not familiar with what we do, please check out our about us page, or feel free to contact us and ask!)
After I had some time to gather my thoughts, I sent an email to my team (Customer Service Concierges) who all have several years of experience working in customer service.
An abridged version of the email I sent my team about the art of customer service communication is below…
One of my favorite quotes is by Leonardo da Vinci (you may have heard of him). He said, “Art is never finished, only abandoned.”
Communication is an art, and customer service communication is OUR art. As such, we should always be working to improve our art of customer service communication.
We have all worked in customer service… Think about what it was like working on the “other side” of the phone/email as a CSR for a moment. Then, think about the following questions and how you communicate with companies (on behalf of our users).
As a CSR, were all of your “customer service”-related decisions based on company policy? Or, did you tend to do more “favors” for the people (customers) with whom you enjoyed talking/emailing/chatting?
Did you feel like you made a personal connection with any of your customers? Even if it was just one of those pre-determined or canned questions like “How’s the weather in