The psychology of service

Daisy_BlackWorking in customer service is almost like being involved in a continual study on human behaviour. Possibly without realising, as a customer service representative, you constantly research specific behavioural cases: you study people and the way they interact and you try different things in order to understand individuals and their needs in order to deliver the best service possible.

When it comes to delivering an exceptional and memorable guest experience, human psychology is important. You have to think: what is it that really matters to that individual customer? A customer has a desire to be helped, to be listened to, and ultimately, for the person who is serving them to care.

Customer satisfaction derives from a person leaving with a smile on their face, it involves going out of your way to ensure that a customer leaves happy. It is about making people feel special, and you can only do that if you focus on the customer and appeal to their values and behaviours. You have to look past your own point of view and try and see the situation from the guest’s perspective.

Therefore, the mind-set is of the team member in customer service is of the utmost importance: it is the difference between good and exceptional, between mundane and memorable. If you yourself have a desire to do a good job, a desire to help people, if you enjoy your job, if you love interacting with people you are much more likely to provide a better service because you are much more likely to empathise and change your behaviour – however subtly – for the benefit of the guest journey.

It’s often said, that in customer service you can’t take things personally. I disagree. You have to take things personally so that you care, so that you can have empathy, and so that you can create exceptional memorable experiences…one guest at a time. In customer service you need to ensure that you have a mind-set of service, and that your attitude ensures that each and every customer leaves feeling special.

Maya Angelou’s quote sums up this psychology of service:  “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Daisy Black is Head of Learning and Development for Mitie Client Services – follow Daisy on Twitter

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