Image via WikipediaI just recently made a purchase at the local Apple Store here in town. I've typically made purchases for items that I knew that I was looking for, but this time on a whim I did not know exactly what I was looking for and decided I'd browse.It was then in my search for nothing in particular that I was approached by an Apple employee, Heather. She was prompt, courteous, and did not have the salesy push that most floor clerks typically have. Needless to say that my experience was pleasant and I walked out with a few items that I needed since updating my desktop computer.
What Heather offered me was something above just the standard "How can I help you?" She offered more than the status quo that I have experienced in most retail stores. Her assistance was genuine, focused, and dedicated to ensuring that all of my inquiries were answered to satisfaction. It's rare when I come across customer service as good as this, which got me thinking, what makes these people stand out above the normal cookie cutter customer service agents most of deal with on a day to day basis?
No Gingerbread Man Here
I love nothing more than freshly baked cookies. I remember baking them using
Image via Wikipediamy mom's cookie cutters when I was little. The interesting things about the entire process was that every cookie was the same; the same size, the same shape, nothing really identified the cookie as being unique.In the world of customer service I see more companies using training that automatizes the employees, cornering them into positions that appear as if they are reading from a script. Half the time they look as dazed as I am bored with their attempt to make a sale. These types of customer service agents have been killed inside with training that focuses on the hard push, memorizing makes and models and the unique attributes of their product. I'm not saying that product knowledge is not important, but their strain to remember often hinders their ability to build a relationship with the customer.
It gets worse when you deal with customer service on the phone. There is an entire market that needs to be retrained. Most phone customer service agents truly do read from scripts and their robotic tones make me cringe when all I want to do is carry a normal conversation with them to have something resolved.
The Plea
So now I ask all companies that do customer service training. Do not deaden our natural tendency to converse with other human beings. Being approached by deadened robots pushes customers away. Heather at the Apple store is a good example of great customer service with personality. We talked while I shopped, exchanged ideas for our respective professions, I found a product and was sold.
All of this took a matter minutes, but those precious minutes matter when your in business. For companies out there that empower their employees to be themselves and provide them the appropriate training to be leaders in their field, thank you!
So tell me, what are your thoughts on the idea of cookie cutter customer service? Do you like a little personality by those providing you service, or does it not matter? Leave your comments below.
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