In my earlier stint of working in the aviation industry, I had the privilege of working with a multitude of passengers day in and day out.
Handling VIP passengers, tough customers and dealing with difficult situations was an everyday affair. But it taught me patience and adaptability on the job and most importantly how to maintain a cool and pleasant disposition no matter the time of the day or the shift you are in.
Beyond the glamour were the grind and the rigours of the conformity in the service industry.
However, there were some amazing takebacks & learnings for a lifetime with regards to people management especially customer service.
Sharing a few thoughts on Customer Care:
The best way to express customer care and what you can give any customer is your undivided attention.
It can be in the form of kind words, pleasant voice, empathetic smiles, nods and eye contact that work to show that you understand their needs or issues.
Psychologically it is equivalent to giving personal time, it aids to comfort people, reassure them, and make them feel good especially in moments of crisis, delays or disappointments.
Remember to avoid mechanical responses, choosing some people as favourites and treating them better.
Aim to treat every one of your customers as important.
Be understated and avoid embarrassing the client with too much emphasis on the care you are giving. Aim to be classy and not overly effusive that it looks unnatural. Customers may even start apologizing for taking your time…
Aim to do your best every time. Your customers may not remember how you did it but remember you made them feel special. And that goes a long way!