The Psychology Of Customer Service!!

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   Anyone that knows me really well know that bad customer service is a huge pet peeve of mine.  It breaks my heart every time I roll into a drive thru and see our babies without any type of work ethic and could care less about providing good customer service.  If they get your order wrong and you send it back for a replacement, you better say an extra prayer over your food.

 There have been a few that have surprised me and have taken their job seriously and delivered top notch service.  However, what’s unfortunate is the greater percentage that I have experienced and others alike is the tragedy of a generation of kids with no actionable skills to progress them further in their career or life in general.


What most may not realize is that the main component of customer service is psychology!  Yep, plain old psychology.  Psychology is defined as “the scientific study of the human mind and its functions, especially those affecting behavior in a given context.”  Now think about this for a minute.  You have two main points in this definition, the human mind and affected behavior.  To get to the point, customer service basically boils down to how you make someone feel about something.

Have you noticed that Walmart’s employee’s do not wear those smocks any more that says, “How May I Help You?”  Raise your hand if you receive great customer service here all the time?  Okay, moving on……

When you go into a store, restaurant, hotel, car dealership, etc., at the end of the day, it’s all about how that business or service made you feel.  The service can be superior, mediocre or just outright bad, but it’s all about how they made you feel that determines whether you will give them your service again or at all.

The main point of this post is to drive home to those of us who are either in the business of servicing others in some type of capacity whether it is for work, church, volunteering, etc., you are in charge of your customer’s experience.  You get to be a significant part of the determination on whether that person will come back again.

What is Bad Customer Service Costing Your Business?

Take the time to not only provide superior customer service, but also demand it.  This is the only way it will get better.

 

Please encourage your teenagers who are working part time jobs for the first time to care about what they do on their jobs.  It doesn’t matter if they are working fast food, custodian, bank teller, or interning at a law firm, teach them work ethic and how to take pride in doing the best and being the best. Some people actually got their biggest breaks at young ages where someone took them under their wing because of potential they saw in them at an early age working at some place like McDonalds and set them up for a great future.

To my entrepreneurs or future entrepreneurs, pay special attention to who you hire and how you want to brand your business.

Remember that the human mind and affected behavior all boils down to basic psychology and the experience that is provided.  It can truly make or break your business.

SMCSpeaksBusiness

Not Happy With Your Work Environment — Change It!!!

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toxic1-images1    How many of us have had or are experiencing a work environment that is either unpleasant or unfulfilling?

Businesswoman in cubicle with laptop and stacks of files

I have most certainly been there.  I had an epiphany one day and realized that I was in complete control of my own environment.  I had more control than what I previously realized.  I am sure you’re probably thinking, well I can’t change my crazy mean boss or my messy overambitious co-workers.  I can’t make my boss give me a promotion or a raise.  Well, I say to you that those things may very well be true.  However, you are in complete control of YOU!!  It is a natural reaction to get down on someone else’s level when you are offended, hurt, let down, overlooked, etc.  How about making them come up to your level because you refuse to come down to theirs.  That comes with a level of confidence and faith…

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Not Happy With Your Work Environment — Change It!!!

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toxic1-images1    How many of us have had or are experiencing a work environment that is either unpleasant or unfulfilling?

Businesswoman in cubicle with laptop and stacks of files

I have most certainly been there.  I had an epiphany one day and realized that I was in complete control of my own environment.  I had more control than what I previously realized.  I am sure you’re probably thinking, well I can’t change my crazy mean boss or my messy overambitious co-workers.  I can’t make my boss give me a promotion or a raise.  Well, I say to you that those things may very well be true.  However, you are in complete control of YOU!!  It is a natural reaction to get down on someone else’s level when you are offended, hurt, let down, overlooked, etc.  How about making them come up to your level because you refuse to come down to theirs.  That comes with a level of confidence and faith that you demand better and expect better.

Happy Co-worker

At what point do you take the initiative to change your situation.  Now, I must warn you, it will call for some sacrifice and maybe even a bit of discomfort, but the payoff is far more rewarding than anything you would have to endure to get you there.

Here are some options:

  • Start with changing your “stank” attitude, it’s counterproductive.  Find one thing to be happy about and ride that wave until it’s time to clock out…even if it’s just to be thankful for having a job.

Ghandi

  • Be of the mindset that your situation is temporary and you’re only passing through.
  • Never allow anyone to change who you are by doing the “tit-for-a-tat” or becoming something you’re not.
  • Understand your rights and entitlements on your job as well as available opportunities.  That just may be your “in” to making a change in your job situation.  Maybe there’s tuition assistance to take some classes.  There may be an opening in another department where you can transfer or you may be entitled to additional training and resources.
  • Do your research!!!  When all else fails look for free webinars, on-line tutorials, free classes at your local library.
  • Look to cross-train or outside opportunities to learn something new.  There may even be a vacancy that needs someone temporarily until filled.  You could also volunteer to take on other responsibilities.
  • Help someone else do better and be better.  It does wonders to be able to offer something useful and meaningful to someone else.  It also helps you to exercise your leadership skills by imparting your knowledge or wisdom to help others.
  • Believe your way into a better situation.

Tired

  • Refuse to settle for the here and now when you have greater aspirations.  A dream only becomes a reality when you WAKE UP!!!!!

So WAKE UP!!  Your new life awaits you!!!! Ghandi

Blessings and Inspirations,

SMCSpeaksBusiness

SMCSpeaksBusiness Is Here For All Of Your Professional Needs!

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Do you need help with with prepping for an interview? 

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Bottom line, whatever your professional needs, STAR Management Consulting, LLC has the answers.  What are you waiting for?  Your tomorrow begins today for the better you!!!

What are you doing today that encourages your path for tomorrow?

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Are you holding yourself back from living your best life and enjoying the journey?  Do you dream of being an entrepreneur or advancing your career?  What can you change in your environment that can reroute your path in a more positive direction?  Make the decision today to change at least one thing that is not working for you.  Whatever it is, get moving right now! You have to start somewhere.  Baby steps are all it takes.  Therefore, if you don’t take the initiative in your own life to move toward fulfilling your goals, you have no right to complain!!!

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WELCOME TO STAR MANAGEMENT CONSULTING’S NEW BLOG, “SMC SPEAKS BUSINESS”!

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