Customer Service Matters: How Everyday Interactions Shape Trust, Loyalty, and Experience

While in New York City, I went into a jewelry store in lower Manhattan. I was browsing and put my hand on the glass display case. The clerk promptly yelled, “Get your hand off the glass, I just cleaned it!” I gave him the side eye and casually walked out.

While in Los Angeles at Westfield Mall, I was shopping for tennis shoes, the man behind the counter said nothing. Strange, since I was the only person in the store. When I asked for assistance, he said the salesperson was in the bathroom. In my best New York manners, I suggested he help me. He refused, stating he was the manager, not the sales guy. So, I gave him the side eye and walked out.

In Rockford, Illinois, I was having breakfast when the Rubenesque-looking woman stood at the table asking: “More coffee, honey?” I smiled gently replying, “No, thank you.” In San Diego at the Fashion Valley shopping center, I was in the checkout line. The clerk never looked up at me, didn’t say hello, rang me up, then slung the shirt in the bag without a “Thank you.” Yup, another side eye and I walked out.

A few days later, I was shopping at Uniqlo in Tokyo and the friendliness and courtesy of the staff was a cornucopia of ongoing appreciation fsor patronizing their store. Hmmm, if I had shopped in Chicago, ya think the Windy City would’ve given me a cheerful reception? I don’t know? Look at how they treated Al Capone.

I get disillusioned with people whose behavior is rude or discourteous. To me, it’s simple to be cheerful, friendly, cordial and interested in others. Being careful with people’s feelings and careful with criticism is important. If you have the grumpies when you left home, don’t take your anger out at the server at McDonald’s. They don’t deserve your wrath. Plus, there is a social ripple effect. If you dump your anger on an unsuspecting server, they will pass on that grumpiness to someone else. Work related stress, anxiety and depression is the main cause of being absent from work.

That first phone call to the way a customer is received, these are moments of truth for an organization. Are you giving out warm-fuzzies or cold-prickles? Everyone in the organization needs to be devoted to creating a positive experience to their customers, internal and external. And the greatest customer service trait is empathy. Just listen to the other person, don’t interrupt, don’t judge. Just have a clear customer strategy.

You have to be an emotional detective. Let the other person know you care. Be upbeat, not grumpy. Smile. Image is everything. Don’t argue with the person. If you’re over your head and losing patience, call on a staff member to help out with the customer’s needs. But if you point an accusatory finger at them, you have three fingers pointing back at yourself. Try it! At this point you have to assess your interpersonal skills and avoid the perception of indifference. Work at being cheerful and optimistic.

In the office with staff conflicts and tensions, focus on solutions, positives and possibilities. Everyone wants to feel important, so you have to be genuinely interested in helping your fellow human. It’s a process. So be careful of your self talk. What are you mumbling to yourself? As long as you walk on the earth there will be people conflicts. Maintain your mental fitness by remembering the theory of thirds. One third of the people like you; one third of the people don’t like you; one third of the populations is indifferent to you. Just stay with the people who like you. That would be about 2.67 billion people. 2.67 billion divided by 8 billion = 1/3 or 2,666,666,666.67, they’re not wearing arm bands with your name on it, so you have to be nice to meet people.

So, do you want to improve your customer service skills? Remember, wait, think, then respond. Waiting helps thinking. Thinking increases the correct response. Just pause, relax. Don’t get the “hurry-ups.” Help the other person find solutions and alternatives. You have to be a social detective and find options. Just understand the perspective of the other person. Ask them: What are you expecting. What is your ideal situation? What is upsetting you? What do you want to see happen? What are you not willing to do? What’s the worst part of this situation for you? If you’re unsure what to do, don’t second guess yourself. Trust your instincts. Believe in yourself and develop your sense of humor.

Finally, people don’t always want advice, they want understanding. It’s all about balance. Sometimes you just have to tip-toe your way around. After all, life is a dance.

About the Author:

Hilary Valdez is a freelancer living in Tokyo, Japan. He is an experienced Mental Health professional and Resiliency Trainer. Valdez is a former Marine and has worked with the military most of his career and most recently worked at Camp Zama as a Master Resiliency Trainer. Valdez now has a private practice and publishes books on social and psychological issues. His books are available on Amazon and for Kindle. Learn more about Valdez and contact him at his website or email (InstantInsights@hotmail.com). Follow his YouTube channel Hilary’s Quick Talk for more insights.

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