I like this customer service training because I have learned something that I can apply to other human interactions like parents to children.
Poor customer service is expressed through intonation, disrespect, showing slight, making customer feel less important by not having the full attention, and other non-verbal body language. On the other hand, good customer service means respect others by giving full attention, keeping eye contact, smile, caring tone, and self-introduction.
I remember sometimes my daughter gets upset when she talks while I am not giving her full attention. Now I know this is called not showing due respect.
Key principles of good customer service include:
(1) Maintain or enhance self-esteem — you get your self-esteem from feedback from others, other people contribute to it. You praise people for something specific in order to enhance his self-esteem. e.g. “How can we do without you?”
(2) Listen and respond with empathy –listening, response, eye contact, put yourself in other’s shoe. Validate the feelings of others.
(3) Involve the customer. Involvement means empowering, release anxiety, give them control or options.
The wonderful part is you can actually use these principles in all human dealings.