I’ve always told my Customer Service people that I would like for them to treat every customer as if they were their Mother.
Show them the same level of respect, care & concern that would normally do for your own Mom.
But then one day, one of my people came up with an even-better example to use…
“Treat every customer as you would your Grandmother!”
That was brilliant!
We all love our grandmothers, regardless of what we may call them…Nanny, Nana, Grandma, Grammie, MeeMaw, Yaya, Nona, etc..
And we always try our very best to do the right thing for them, taking into consideration their age, medical condition, mobility, English language skills, famiarity with modern technology & so forth.
> It’s a bitterly-cold wintry day. A customer calls, asking for the location & directions to your nearest store or branch.
Instead of routinely providing the requested information, you would normally ask your grandmother is there was something that you could do in order to save her a trip out in this weather.
> A customer calls for balance information or money owed on an account or card they have.
Go the extra yard & ask Grandma why she would need this information. Is she expecting a transaction that hasn’t yet posted to the account? Is she waiting for the result of a pending investigation or research item? Is there a new addition to, or subtraction from, her account?
Take the extra time & show the appropriate care & concern just as you would do if your grandmother had called you directly.
And even if she has a complaint, make sure to hear her out & not act defensively. Act as her advocate as her issue is not with you personally & she really needs to fully understand the situation at hand.
You hopefully treat your grandmother with kid gloves & that includes of every aspect of your interaction with her, including willingness to help, searching for the real cause of an issue to prevent a recurrence & your tone of voice.
As always, thank you so much for listening!