…a fancy resume is just not enough.
This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills?
What do you mean? Just look at her resume.
I don’t care what her resume says, does she have the skills we need to properly take care of our customers?
She must, she has a “masters”. Look where she’s worked…
By now my head hurts. I don’t feel like continuing a conversation with someone who looks at a resume and only sees titles, degrees, or certifications. Does she have customer service skills?
Every business, whether they sell cars, software, or chicken nuggets is in the customer service business. How we relate to a potential customer takes a skill set that cannot be taught in school or a few specialized programs. Sure, you can teach sales phrases that work or the psychology behind empathy, but you must care about others first.
That’s the foundation of great customer service.
What is Great Service?
For me, great service is not a mechanical action. It’s a feeling. You can provide “service” to hundreds of people and each interaction should be different. Those who give great service know how to change their approach to the customer as needed. They listen to what’s said and watch the customer’s reaction.
I’ll say that again – “for the benefit of both”.
Sure, you can follow an opening pattern but there are endless possibilities of how that pattern may end. That’s where your customer service skills come in.
If the customer doesn’t benefit, then who does? The business, sure. How long do you think a business will last of the customer keeps coming out with the short end of the stick? Right not very long.
What’s More Important?
Early in my career, I thought it was more important to have great procedures. That would make us better than our competition, right? Our employees needed to follow the rules that were set by management and we all know that “management knows best”. Yeah, sure…
As time went by, I realized what great service is. As I said earlier, it’s a feeling. A wonderful feeling that can only be given by another who cares about my needs being taken care of first.
I have made it a point to stop giving my money to businesses that cannot provide a consistent product or who made me feel less than special. We are all special and should be treated as such. If you want my money, then do something for me other than just hand your product over the counter and place it in a bag. That doesn’t get my loyalty.
Businesses that hire employees who have customer service skills, get my money. They get my loyalty. They get my appreciation. And, I’m happy to tell others about it too.
Next time you’re unhappy with the service you received, ask yourself this question…
“Does she have customer service skills?” Probably not. Then go find someone who does.
