Leading-up to the launch of the Jersey Customer eXperience Alliance (JCX) and National Customer Service Week, from 7th to 11th October, Claire Boscq looks at the mutual benefits of respect and how kindness enhances customer experience.
Respect in customer service is essential for fostering positive interactions between employees and customers. While we often hear that “the customer is always right,” it is crucial to remember that respect should flow both ways. Customers deserve to be treated with dignity, but front-facing employees also merit the same level of courtesy.
The realities of customer service
Customer service is among the most demanding professions, requiring employees to interact with a diverse range of customers daily. These interactions can vary greatly in terms of needs, moods, and expectations. Despite their dedication, employees can encounter rudeness or hostility that makes their roles challenging. It’s important to recognise that these employees are human beings with feelings. They can become defensive when faced with aggression or disrespect.
The ‘Fight or flight’ response
When employees are subjected to rudeness or aggression, their natural reaction might be to enter ‘fight or flight’ mode. This instinctive response to stress can cause employees to either confront the situation or withdraw from it. In a customer service setting, this can manifest as less responsiveness, increased guardedness, or disengagement. Such reactions are not a sign of disinterest in providing good service but rather a protective response to a perceived threat.
The impact of kindness
Respect can break the cycle of negativity in customer service. When customers approach employees with kindness and understanding, they are more likely to receive a positive and attentive response. Simple gestures like a smile, a ‘please,’ or a ‘thank you’ can significantly influence the tone of the interaction. Respectful customers often find that they receive respect in return, resulting in a more pleasant experience for everyone involved.
Creating a culture of respect
Organisations should be committed to fostering a culture of respect. Creating a positive environment requires effort from everyone involved. Employees are generally dedicated to delivering the best service possible, and a kind approach from customers can make a significant difference. By demonstrating kindness and understanding, you help ensure that interactions are mutually respectful, leading to enhanced satisfaction for both employees and customers.
Respect is the cornerstone of exceptional customer service. It’s a two-way street that necessitates effort from both sides. As we focus on this crucial aspect of service, let’s pledge to treat each other with the respect we all deserve. When we do, everyone benefits – employees feel valued, and customers receive the outstanding service they deserve.
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