My Exceptional Customer Service Experience -
What Leaders Can Learn From This
By Shayne Gowers
Have you ever been trained in customer service? I don't know you, but I bet you have! How can I be so sure?
Chances are high that at some point in your life you'll hear the following arbitrary statistic: on average, people will change careers 7 or more times in their lifetime. At a minimum, you would think that 1 in 7 jobs would require some sort of customer service training. If this fact includes you, have you wondered what sort of impact this experience and the lingo that went with it ever REALLY makes? Was giving "superior customer service" WORTH IT? Does anyone really care or notice when "exceptional customer service" is provided?
I am here to tell you that I notice, and I care, and I am not the only one. In fact, I'd like to share one of the most exceptional moments I have experienced as a customer. I think you may be surprised by where, why, how and who made me feel like customer Numero Uno.
I took a road trip to Peterborough, Ontario nearly 5 years ago to visit a university friend of mine. It was my first time visiting and I knew nothing of the local environment. I made it into town and was not far from my destination when I stopped in to what seemed to be a run of the mill convenience/gas store. I pumped some gas and stepped in the store, grabbed a few items and made my way up to the front of the cash. As I placed my items on the counter I was quietly and politely greeted by the cashier.
Little did I know it... but it was at this point in time when the set of standards I held convenience store cashiers to, was about to rapidly expand.
I watched intently as this cashier placed each individual item of mine into the plastic bag with unusual care. I saw the price on the digital screen appear, and paid up. I received my change and was astonished to see that the cashier had systematically placed the plastic bag handles together and reached out to me as if bowing.
A weird feeling came over me. I felt.... empowered? But why? Was it the display of honorable appreciation shown for making my purchase? Maybe I was so very impressed with the dedication of this convenience store employee and their duties and their ability to transform such a simple sale into a relaxing ritual of sorts? This I know made it my exceptional customer service experience.
The lesson here, and the lesson I learned that day, is customer service matters, no matter who you are. People often forget the monotonous details involved in many of life's experiences. Take me for instance: I have no memory of the demographics of the cashier working that day in Peterborough. I also have no recollection of what other items I purchased from the store.
What I do remember is how that shopping experience made me feel. This formed my new standard for customer service. I now desire and expect it. It is startling how something seemingly so small and insignificant can impact you and remain a memory for years to come.
Now think about leadership and customer service side by side. Do they have anything in common? Should they have something in common?
From my point of view, good leadership and good customer service go hand in hand. Obviously, your boss shouldn't have to bow to you while handing you the weeks work, but they should have a certain level of awareness of everyday interactions. One exceptional interaction with a leader can inspire those to become greater, as well as inspire leaders themselves to positively impact others. A leader with a knack for customer service can set a whole new level of positive standards for those who follow them.
If you are a leader, or want to become one, ask yourself daily how you can use the principles of exceptional customer service to become a greater leader.
Or just ask... How will I make an impact today?
For more information on creating Exceptional Customer Service experiences for your clients, please contact Gary Gzik at ggzik@bizxcel.com.
Shayne Gowers is a Multimedia Developer for BizXcel Inc. A Loyalist College graduate of the Advertising program, as well as the Digital Production program, Shayne blends his skill sets together and lends support to BizXcel Inc. with effective communication and a technical mindset.
