"How Can I Help?"

Customer service simply put is “help”.

Help is the foundation of good business.  By going into business, what an entrepreneur is really saying is that they are ready to help someone, somewhere in some way somehow.  To do this effectively, attributes previously discussed come into play; attitude, flexibility and dependability.  

Proper communication coupled with the right attitude is key.  You’ve probably heard the phrase, “actions speak louder than words”.  In the case of awesome customer service, it is important to note that although actions speak louder than words, it doesn’t mean that words no longer have a voice.  Your body language and choice of words must complement each other. You can’t say, “..but I asked her how I could help…”, but your body language doesn’t want to help.

Also, I’m sure you agree that “How can I help?” is much warmer and welcoming than “what do you want?”  “How can I help?” shows a willingness to help.  Naturally when people find that you are willing to help, they will open up to you.  A customer who opens up to you is giving you the opportunity to sell.  This is where you shoot your shot. 

A bad attitude and offensive language averts sales.

Image Source: SMARTERCX

Let’s go back to the analogy we used in setting goals.  Imagine, you’ve got all your goals set and you’re ready to run.  The finish line is set, it’s clear that the race is a 100m relay race, we’ve put our best runners forward etc.  In short, we’re good to go.  

In the setup, however, we make a somewhat costly mistake by placing the weakest runner as first leg or anchor leg.  If you’re not familiar with races, what this setup implies is that the runners have chosen to lose the game.  Everyone knows that the weaker runners go in the middle, while the faster ones are placed at the start and end.

This is the same way a sales “track” is structured.  There is a space for everyone and their strengths.  The best actors and kindest hearts are placed at the forefront.  Those who are natural or trained helpers are placed on the frontline.  The general idea is to warm the customer in.  

Warm the customer in?

Yea! I made that up.  It means to warm the customer up so that you can bring them in.  A lovely smile, kind words and a patient attitude will do that for you.

But…there are some pretty annoying customers out there.

Yea! I know.  Use this as an opportunity to test your patience muscles and improve on your acting skills - Plaster that smile on.  Whether you feel it or not, put it on. One “bad customer” shouldn’t cause you to lose your stride and adversely impact your brand. Your goal is to build a brand that welcomes people, so they can refer others and you can expand your loyalty base. So, let that be your focus.

Excellent customer service skills will also require that you think ahead of your customer.  Anticipate what the customer will need so that you can help.  This is where flexibility comes to play.

Treat your customers like you will treat a king.

From your understanding of kings and kingdoms, you will observe that not everyone may like their king but the way they treat the king does not reflect their hate for the king.  Be graceful and ready to serve.  You’d be surprised how far a smile and kind words will take you.