April 13

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The 4 essential customer service behaviours

By Ian Johnstone

April 13, 2020


The customer experience is more than just the products and services your business provides.   If your team consistently create bad experiences you will lose customers. 

Today your customers want more than just a great product, they want and expect a great experience, and it doesn’t matter if they are getting a takeaway coffee, having drinks with friends or sitting down at a large function.

If your team don’t, wont or can’t provide a good customer experience, then don’t expect your customers to return.  

The difference between customer service & the customer experience

Often the terms customer service and customer experience are used to explain the same thing. This, however, is wrong.

The Customer experience is based on the entire journey the customer goes through from making a decision where to buy, making an order, receiving their order, completing the transaction and then leaving.  

How easy, enjoyable and satisfying the whole experience is will leave the customer with a feeling of either good, bad or indifferent, and this feeling will motivate them to return or never come back.

Customer service are the single interactions with the customer, and these can include everything from taking an order over the phone, meeting and greeting customers, making a menu suggestion, taking orders, delivering orders and receiving payment.   Each of these customer service interactions is important, but each one must be done well because together they help to create that positive and satisfying experience for the customer.

You can have a team of technically competent employees who deliver a good customer service but still provide a customer mediocre experience.  

The 4 customer service behaviours  

When you break down any production or service there are 4 essential behaviours that every employee needs to know and do to ensure they give each customer great service which leads to an engaging experience.

When these are done correctly each customer receives a quality & consistent experience that excites and delights them. 

Best if all, when things go wrong (as they can) by following these 4 behaviours’, employees can identify these issues quickly and work to fix them for the customer.

The 4 customer service behaviours are:

  • Do your job right
  • Make it personal
  • Seek feedback
  • Make it right
4 Customer Service Behaviours Ttw

4 Customer Service Behaviours

Download our FREE Customer Service  Behaviours Checklist 

Take this easy survey to assess how well your team are displaying the 4 customer experience behaviours. 

What each behaviour looks like 

To display each of the behaviours, employees must choose to do a range of specific work-based activities or tasks, these tasks can be grouped into the different behaviours. 

By grouping each of the tasks, management can measure how well an employee displays each of the customer service behaviours by observing how often the employee completes each of the tasks when interacting with customers.    

Let’s take a look at each one. 

Behaviour 1 - Do Your Job Right   

Goal: To ensure each customer gets a high-quality experience.   

Task

Observation – The employee

Follows the standards

Does a quality job that meets the written standards of the business?  

Completes tasks consistently  

Does their job the same way to ensure that each customer gets the same product or experience

Work efficiently

Works at a speed which meets the needs of the business and expectations of the customer

Work as part of the team

Works with other team members to ensure that all jobs are completed before, during and after service periods.  

Behaviour 2 - Make It Memorable

Goal: To ensure that customers have an engaging interaction with the employees which moves the experience from a robotic or transactional experience to a personal experience.

Task

Observation – The employee

Enjoying what you do

Has fun at work and encourages others to have fun also

Choose a positive attitude

Chooses to be positive, pleasant and easy to interact with

Find out the customers’ needs

Asks questions to identify what the customer wants (i.e. the purpose of the visit), and what their personal needs are (i.e. time constraints or dietary requirements etc)

Talk with the customer

Engages the customer with an appropriate conversation to build a personal connection

Behaviour 3 - Seek Feedback

Goal: For employees to identify if the guest is happy, to identify issues quickly so they can be resolved and to encourage happy customers to promote your service to others

Task

Observation – The employee

Check for satisfaction

Chooses the right times to check that the customer is happy with their experience

Make it right when customers complain

Takes ownership of mistakes to fix them for the customer

Ask customers to leave online feedback

Encourages customers to leave feedback of their experience on relevant social channels (Facebook, Google, Trip Advisor etc)

Review the feedback often

Takes time to review the online feedback so they can improve their customer service skills.

Behaviour 4 - Make It Right

Goal: To enable each employee to be able to rectify problems quickly.

Task

Observation – The employee

Confidence to deal with complaints  

Has the knowledge, skills and confidence to be able to handle regular complaints

Manage complaints personally

Has the authority and knowledge of the business procedures to manage complaints (i.e. knows what they can offer or need to do to handle common complaints)

Elevate complaint only as required  

Informs managers only when they are unable to manage the complaint themselves, and informs managers of how they have managed complaints personally

Keeping customers informed

Keeps customers aware of what changes are being made to fix the complaint and how long it will take. 

What is the outcome 

As employees do each task properly they are able to meet the needs of the business as well as meeting and exceeding the needs of the customer.  

This is essential as it means that the customer gets what they pay for and is encouraged to return, while the business can operate effectively and increase revenue.

So there we have it the 4 essential customer service behaviours,  Do your job right, Make it personal, Seek feedback and Make it right.  

What are your thoughts? Do you agree? or Do you have a different perspective? if so then leave your comments and feedback below. 

Download our FREE Customer Service Behaviours Checklist 

Find out if your team providing the best customer experiences? 

Ian Johnstone

About the author

Ian is a Sales & Service Coach & Trainer with a background in over 20 years of 5-star Hospitality and Customer Services within Australia, the United Kingdom, and the United Arab Emirates. He works with businesses to consistently achieve great results by designing and delivering interactive, engaging and memorable training programs, tailored to meet the needs of each business, their teams and their customers.

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