"What does it take to give good customer service?"

There's actually quite a lot to unpack on this subject, and pushing ego aside, let's focus on the raw human element. People will always remember how you make them feel! We know this, yet we can trip ourselves up sometimes when challenged with a difficult situation. For some people, empathy to others comes as second nature, and for others, maybe not so much. Identifying our strengths and weaknesses is really important here. Confidence will also play a major part, and for people with neurodivergence or learning disabilities, that may add another layer where conversing and comprehension could need support and patience. 

Working for a company that treats you poorly, pays you poorly, and doesn't give you the tools you need to do your job effectively, it's going to be pretty difficult to give good customer service. This may present as feeling stressed, overworked, and, most importantly, underappreciated. Not being acknowledged for good work is something that pops up time after time for us when talking to candidates about why they have left a role. It can be the smallest of gestures sometimes that can make all the difference. Even when everyone's under the pump, make time to show how you value good work. And let's remember, constructive criticism plays a massive part in bolstering a person's career, skillset, and confidence that they are on the right path and doing the right thing. At EASI NZ, we highly recommend those 3-6 monthly reviews with your team. It can iron out any niggles before they become bigger issues that can (we've seen it many times) lead to a resignation. 

So, with all that said, if you work for a company that values you, supports you, and gives you the resources you need to do your job well, you'll be in a much better position to provide great customer service. You'll be happy, motivated, and ready to go the extra mile for your customers. 

If you're an employer, remember that your employees are the face of your company. Treat them well, pay them fairly, and give them the tools they need to do their job effectively. There are so many tools now available that can be used to train staff and upskill their level of customer service. And if you're an employee, remember that you're a valuable part of your company. Take pride in your work and do your best to provide great customer service. 

Now, let's bring ego back in and talk about the customers themselves. If you're a customer, it's important to remember that the person you're talking to on the other end of the phone or behind the counter is a human being. They have feelings, emotions, and their own problems to deal with. No matter how irked you may feel in the moment, try and muster up some self-control and be kind. Of course, there may be situations where you are receiving unacceptable customer service and knowing where to take your feedback is key. Business owners need to have visibility of these situations to support positive change.  

We have no idea what people are going through. Maybe they just got off a long shift, maybe they're dealing with personal issues, maybe they're just having a bad day. Whatever the case may be, being kind and understanding can go a long way in making their day a little bit better. 

And let's be honest, being kind is just the right thing to do. It doesn't take much effort to say please and thank you or to ask how someone's day is going. And yet, those small acts of kindness can make a big difference in someone's day. You might just be the only person they speak to that day, so smile!