Customer Service Starts Before You Speak

 So customer service starts from the moment they communicate with you, whether that's phone through a website, text message, chat bot, whatever that is, but it's not just about what you say to people from the moment they come in the door. You knock on the door, you shake hands, you greet the person immediately.

Within seconds that person knows. Whether they feel welcome or not, they know whether they feel appreciated. And it's not just the words that you say, it's your not, it's your nonverbal body language. So, for example, have you ever talked to someone and they're saying all the right words, but you can look at that person and know.

This person's not sincere. They're not engaged. They really don't care. They're just repeating the words. Well, customers look at us and make the same judgements. So are we professional? Are we calm? Are we poised? Do we take away the co, the chaos and put certainty into the perspective of the person that we're going to take care of whatever it is that needs to be done.

So it is the way that you speak. The rate of your speech. If you're too quick and you seem overly excited, it makes people nervous. If you're too slow and calm and chill, it makes people a little distrustful. So you have to find that balance. And everyone has their own style, but I. What you say and what you claim must be met by your actions and supported by your nonverbal communication.

If you can find the balance between all of those with the authentic you and know exactly what you can deliver, know exactly what, what you don't do, what you don't deliver, where all the limits are you, your customer, your organization, everyone will be better off for it.