For seventeen years I have worked in customer service. I’ve done my time in the fast food industry. I’ve worked in sales and marketing. I currently manage a call center.
I understand the high level of stress that comes with the role but I also know from experience it is possible to exceed the customer’s expectations. It drives me insane when I give a business my money and I receive substandard service.
Within the fast food industry Chick-Fil-A is so often used as the model of what GREAT customer service should look like. Every time I visit their restaurant I enjoy a pleasant experience.
Do they serve food the fastest?
Does their food have a superior taste?
Is their restaurant cleaner?
Do their employees/managers actually care?
Do they display professionalism?
I believe above all other things one could consider about the customer service experience that a “Genuine Smile” is the most valuable.
You are short on staff!
Someone forgot to put more fries down!
A large bus unloads an entire football team at 9:30PM and you close at 10:00PM!
Customer service is stressful. Just like anything else in life the response to that stress is what matters at the end of the day.
You can buy my patience with a genuine smile.
You can buy my repeat business when you make eye contact.