I’m sorry to report, but I guess it’s true. Good manners are dead. And I’m not talking about the rigid and overly cumbersome manners of the Victorian or post-Edwardian era depicted in Downton Abbey. I’m talking about the simple social graces of listening, caring and smiling. Check out my latest television interviews on good manners.
Real World Story:
As a professional consultant, speaker and author on customer service, I’m overly aware of good manners in social settings in general and in the workplace in particular. Throughout the past several years, I’ve used this blog as a forum to pay tribute to companies and individuals who provide great customer experiences and have offered you tips to achieve the same. I also, on many more occasions than I care to count, have shaken my finger at BAD experiences that have left me baffled, annoyed, disheartened, and vowing to never again use a particular company or service. And while I can say with great confidence that exceptional customer service does still exist, the trend, really, is that good manners in the workplace are dead. Customer service at many organizations is simply horrible. But not to worry, you don’t have to be in the latter category! With a few simple strategies, you and your organization can use good manners to create great customer service experiences that people will gladly talk about to others—ultimately, affecting your bottom line!
Strategies that Turn it Around:
- LISTEN: Not all listening skills are created equally. Rather than listening passively, listen actively and with intent. Active listening means not formulating an answer before your customer has completed making a request or complaint. LISTEN, then think and respond. Active listening also means reiterating to your customer what you believe to be the issue or problem. “If I understand you correctly, you are telling me x, y and z. Is this correct?”
- CARE: Empathy is not a weakness. Caring is not letting others walk all over you. To care is to see yourself in others’ situations and predicaments. Caring is treating your fellow human beings like you want to be treated. “I am truly sorry that you have experienced this situation. While I can’t undo what has happened, let me see what I can do to make the situation better for you.”
- SMILE: Smiling is contagious. Smiling puts you and the person(s) you’re interacting with in a good and comfortable mood. In face-to-face interactions, it’s easy to see a smile. On the phone, it’s also obvious whether you are smiling or frowning. Don’t make the mistake of thinking otherwise. Smiling goes beyond your facial expression. It also involves the tone of your voice and your rate of speech. Smiling is also an all-body experience. When you smile, you stand up straighter and taller with joy and confidence.
Remember: Customers always respond favorably to good manners. For you, such positive responses translate to happy, loyal customers and repeat business. Low investment, high yields—what could possibly be better than that?
What do YOU do to create great interactions through good manners? Please share in the comments section below.