Think about the last time you were in an airport, waiting in line to go through TSA security screening.
In most cases, you knew everything you needed to know before getting to the area where it happens. Because of good information–signs and speech–it is made clear to all that shoes have to be off, gels liquids and creams must be visible, laptops need to be out, etc.
You’ve probably had a similar experience going to a sports event or concert at a stadium or arena.
The point here is that effective Customer Service means giving people good information so that they know what to do to navigate well in your place of business.
Of course, there’s the “nice factor,” which most screening processes lack. When giving people instructions, there’s a tone that the speaker can use to make people feel like they are valued.
There are two important Customer Service lessons here:
Lesson 1
People value information. Give them lots of it to bring down their anxiety (fear) level. Let them know as much as they need to know on their way in, so that they’re ready for you, and you’re ready for them.
Lesson 2
Communicate with your customers in the most respectful tone possible. Make them feel valued and important.
Challenge
What information do your customers have, or what are they told before they do business with you?
How nicely is this information communicated to them?
This information is from our Improving Customer Service curriculum. If you’re looking for ways to improve your communication skills, register for one of our public classes.
Photo by Daria Shevtsova
Rich Atkins is the Managing Director of Improving Communications, a New York-based corporate training firm that, in addition to Speaker Services, offers Business Writing, Public Speaking & Presentation Skills, Sales and Negotiation, Customer Service, Leadership, Staff Development, and Human Resources training. He is also the Director of Improving Communications UK and Improving Communications IE.