By Cary Cavitt

Every so often we will cross paths with what I like to refer to as a customer service superstar. They are a breed apart from everyone else. We can never tell when we will have the honor of being served by one of these service superstars. They are in every type of organization and appear normal from all outside appearances. But be served by one of these superstars and we soon discover that they are head and shoulders above the rest.

What is the secret that makes these customer service superstars win us over? What is their key in consistently giving each customer an outstanding service experience? One of the first and foremost secrets in their winning ways is that these superstars make their customers feel valued. These people simply treat each customer as if he or she was the most important person on the planet. Customers walk away feeling like a VIP.

We soon recognize that these superstars live a life that tends to focus on the needs of others. We get the impression that they genuinely enjoyed assisting us. We also feel that the service performed had nothing to do with a person simply following a job description in order to get a paycheck. The service becomes a pleasant memory that is soon told to others.

The superstars all have the gift of knowing how customers think and feel. They consistently offer a great customer experience because of their gift of empathy. Customers walk away feeling that the service was wonderful simply because of the way that they were made to feel. The memory of the service stays with these customers because they enjoyed how the service representative treated them. Let’s now reveal five secrets that every customer service superstar possesses:

1. Superstars are positive people
The very first key in becoming a customer service superstar is to avoid a negative attitude. Every person who consistently offers outstanding service possesses a positive attitude. The two always go together. Their personality is attractive to others. This alone makes customers want to return. Because of their attractiveness, customers remember the experience in a more positive light. The inviting atmosphere created is a direct result of the positive attitude that these superstars display.

Remember that the perception in the customer’s mind is what really matters. If a customer feels that their service experience was below average, then it was below average. In reality we are in the customer perception business. This is why it is paramount that we periodically take an attitude check and maintain a positive atmosphere for our customers.

2. The superstars are excited to assist others
In many cases poor service is a result of a person who had displayed a lack of enthusiasm. As customers we feel that the product or service being offered was average or below average simply because of the unenthused person helping us. This is the power of not being enthused. On the other hand, being enthusiastic has a way of making the perception of the service experience exceptional. Remember that the final goal in serving the customer is to make the overall experience memorable. One simple way to achieve this is to be enthusiastic when serving. The key is to show your customers that you are enthused about assisting them. This little secret will totally change the perception of the service being provided.

3. The superstars know how to respond quickly
In order to keep up with our customer’s busy lifestyles, we need to serve in a manner that reflects efficiency. They want us to respect their time by taking care of their immediate needs in a way that conveys quickness and professionalism. Our goal is to show that we can be trusted by offering them service that expresses that we respect their time. By showing that we value our customer’s time, we are essentially building the trust needed to win them back in the near future. We will also consistently offer five-star service by being professional and serving in a manner that conveys that we respect their busy schedules.

Customer service will automatically improve when we convey that we respect our customer’s time. Our best moments of being a customer always include feeling that our time was respected. The person serving us gave the impression that our time was important and quickly took care of our needs. I am convinced that the only way to project five-star service is to show our customers that we respect their time by serving in a highly professional and efficient manner.

4. The superstars strive to be their best
Another feature of customer service superstars is their ability to excel in their chosen profession. They desire to be their best on the job by giving their customers outstanding service. Their work ethic stands out because of the motivation to perform at a higher level. These superstars do not need to be motivated from the outside. Their inspiration is driven from within.

I am always impressed when I watch a customer service superstar on stage performing for his or her customers. The one feature that is consistently projected by these superstars is their ability to give 100% to each customer.

5. The superstars give their customers attention
Comparable to being efficient with our customers, giving them attention also expresses that we care. By simply being attentive, we are telling our customers that they are important and deserve to be treated with respect. The power of giving attention is that it also conveys a certain level of respect. We must also remember that most customers enjoy playing this role because of the anticipated attention that they are hoping to receive.

Teach these five excellent traits into your training and begin to see your service improve instantly. Your team will begin to outshine the competition and your customers will also become your best advertisers simply because of the exceptional service received.

About the Author
Cary Cavitt is a customer service speaker and has written seven books on the topic. He is available as a keynote speaker and for onsite seminars
throughout the United States.

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