What It Is

Every so often we will cross paths with what I like to refer to as a customer service superstar. They are a breed apart from everyone else. We can never tell when we will have the honor of being served by one of these service superstars. They are in every type of organization and appear normal from all outside appearances. But be served by one of these superstars and we soon discover that they are head and shoulders above the rest.

So what is it that makes them so different to be bestowed with the title of a customer service superstar? Is there something that gives these people an edge when it comes to serving others? The very first thought that comes to mind in answering these questions is that customer service superstars have a way of making us feel valued. They give us the impression that we are the most important person in the world at while serving us. We also tend to walk away feeling like a VIP.

It doesn’t take long to recognize that these superstars live a life that is focused on others. This alone makes all the difference in how the service is perceived. The customer walks away feeling that the service representative was not working simply for the paycheck. In other words, customers feel that someone actually cared that their experience exceeded what was expected.

The reason that they exceed at serving others is because these superstars are sensitive to the needs of the customer. They have an innate ability to know how the customer feels and what his or her inward needs are. Their gift of making customers feel comfortable allows the whole experience to be enjoyable. The superstars also find new ways to give the customer a positive memory of the service received. Let’s now turn our attention to five simple secrets that will uncover these superstars of service:

1. Superstars maintain a positive personality

If we are to be customer service superstars, it is paramount that we stay away from a negative attitude at all costs. I have never met what I would consider a superstar who did not have a great attitude. It just goes with the territory. Their outlook on life is refreshing and positive. This is one of the top reasons that they are great at serving others. Customers’ walk away feeling revived in the presence of these superstars. This is because the refreshing atmosphere creates a more enjoyable experience for everyone.

Remember that the perception in the customer’s mind is what really matters. If a customer feels that their service experience was below average, then it was below average. In reality we are in the customer perception business. This is why it is paramount that we periodically take an attitude check and maintain a positive atmosphere for our customers.

2. The superstars are excited to assist others

In many cases poor service is a result of a person who had displayed a lack of enthusiasm. As customers we feel that the product or service being offered was average or below average simply because of the unenthused person helping us. This is the power of not being enthused. On the other hand, being enthusiastic has a way of making the perception of the service experience exceptional. Remember that the final goal in serving the customer is to make the overall experience memorable. One simple way to achieve this is to be enthusiastic when serving. The key is to show your customers that you are enthused about assisting them. This little secret will totally change the perception of the service being provided.

3. The superstars respond quickly to the customer

Because we live in a fast-paced society, our customers expect to be given quick and efficient service. Without this efficiency, the customer will more than likely walk away and remember the service as average. The goal should be to show that we respect our customers by simply respecting their time. The perception of the service will then automatically improve as a result of being quick and efficient during each transaction. Customers will then walk away not only feeling respected, but will more than likely rate us higher because of the efficiency of the service provided.

Try and recall those moments when you walked away from doing business with an organization and felt that the service was exceptional. More than likely you encountered a superstar who performed the transaction is a highly professional manner. He or she gave the impression that your time was valuable and swiftly took care to meet your needs. This alone left an indelible impression that the service was terrific.

4. The superstars strive to be their best

Another feature of customer service superstars is their ability to excel in their chosen profession. They desire to be their best on the job by giving their customers outstanding service. Their work ethic stands out because of the motivation to perform at a higher level. These superstars do not need to be motivated from the outside. Their inspiration is driven from within.

I am always impressed when I watch a customer service superstar on stage performing for his or her customers. The one feature that is consistently projected by these superstars is their ability to give 100% to each customer.

5. The superstars give their customers attention

Comparable to being efficient with our customers, giving them attention also expresses that we care. By simply being attentive, we are telling our customers that they are important and deserve to be treated with respect. The power of giving attention is that it also conveys a certain level of respect. We must also remember that most customers enjoy playing this role because of the anticipated attention that they are hoping to receive.

Implement these five important traits into your training and watch your service improve instantly. Not only will your team begin to shine like service superstars, but your customers will want to come back simply because of the exceptional experience that was offered!