The Power of Vitality in the Customer Service Experience


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When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations.

Organization that lack vitality in their service experience will always face the persistent topics of how to improve service in their conversations. However, very few actually arrive at the conclusion that what is being done is actually contributing to an overarching solution.

The lack of vitality in the service experience isn’t a battle of opinions about services, but rather a war of words to elevate the participants beyond the flurry of opinions to a higher plane of experience. When we are converted to experience, we can use our words to infuse those around us with the necessary vitality to overcome the individual skirmishes that are natural to service work.

The Vitality of Positive Words in Service Environments

Negative words drain the energy of service environments. Positive words build vibrant service environments. Service agents, service teams, and service environments are constantly battling against the forces that attempt to undermine the power of service experience.

Leaders invigorate service teams with vitality or drain vitality with the power of their words and the consequences of their actions.

With vitality, service can rise above the pettiness of wrongfully upset customers. With vitality, service can overcome the stifling pressure of misplaced emphasis on metrics. With vitality, service can convert leaders who lack the conviction of the power of positive customer experiences.

Positive Words Pave the Way for Positive Actions

A few positive words spoken in support of service experiences and you have the beginnings of a foundation for future service experiences. You can talk all you want, but it’s when those words are translated into service actions that the full effect of experience begins to unfold.

Where there is a lack of affirmation, you can take a stand for what is right. Where there is lack of confidence, you can compliment, build up, and encourage positive actions. Where there is jealousy, you can help tear down the barriers of pride and lack of camaraderie. Where there is competitiveness, you can enable more teamwork. Where there is entitlement, you can open others’ eyes to focusing on the greater good. Where there is negativity, you can lead the way through your positive actions.

Positive words lead to positive action. Positive action stems the tide of self-centeredness and opens the way to customer centricity. Use the 80/20 rule of experience leadership and team development. Spend 80% of your efforts on solutions, improvements, and positive development in order to build up the capability and availability of service. This is the pathway of utilizing vitality towards a better service environment.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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