We often get so obsessed about the details of the work that we forget about the purpose of customer service.
Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.
It’s easy to get caught up in the mechanics of how customer service is done, but the question in every customer interaction should always be…
How can I help you be successful?
Asking this question shows true empathy. This question is the key question behind customer focus or customer centricity. Asking this question shows true concern for customers. It shows that you’re not just motivated for what’s in it for you, but truly want to see customers positively connect with your product and service.
Asking this question shows customers that you’re not there to get their money, but to give them what they truly need.