The Nature of Customer Service--Catalysta

Naturally, customer service workers are trained to be kind, courteous, and professional at all times when we need help with a product or service. Depending on the individual or company, the goal is to make a sale and make sure the customer leaves happy and satisfied. To many, this seems like another job completed and another skill gained. To others, it’s considered a stepping-stone towards excellence in their communication and personal skills.

When you visit your favorite store, bank, accountant or insurance consultant, how often do the employees greet you by your first name? Can they even remember your name? Or, do they treat you like number, make you wait for twenty minutes and your situation still goes unsatisfied? In a world where questions, comments, and concerns are directed to the company inbox or automated phone line, talking to a human being can be a rare, yet comforting experience. The customer will build a rapport with the person helping them, whether intentional or not. The person wants to feel comfortable with you and know that you are going to help them. If you can accomplish that, they will remember you and be very grateful for your assistance. In turn, you will likely remember them and hope they come back with any more concerns. Referrals can build up the clientele, and generate good business.

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