The goal in any business should be to provide the best possible customer experience. In nearly 30 years in the industry, both as an agency owner and now as a tour operator, I found that objective was not always achieved by our team. In fact, more often than not, you and I don’t receive good service – much less ultimate customer service! So, when I had that occasional “mountain top” service experience, I began to see a few common threads. It seemed that the best front desk clerk, call center staffer, or salesperson appeared to literally LOVE their work. Further, these same folks LOVED people.
I ‘love’ acronyms (DUCS!) and L.O.V.E.S. seems to be a good fit for some simple words (tips) about how to provide great customer service:
1. L for Limitless. Broad term, simple meaning. Those that can create ultimate service don’t set limits on what they will do to help their customer. Will you do whatever it takes to serve your customer? Do you provide your mobile number and work after-hours? When the inevitable call comes with a problem, are you irritated or happy to serve? Do your competitors do more for a customer than you or your company?
2. O for Optimistic. As the old saying goes, “are you half-empty or half-full?” Optimistic phrasing is essential to dealing with customers or problems. And that doesn’t mean being unrealistic or “fake.” A confident positive tone that you will do everything you can to serve their needs, puts customers at ease. We all have spoken to folks who we know by their tone and words were not going to do a thing to resolve our problem. Set an optimistic/positive tone before each interaction.
3. V for Visible. Ever been in a store where a sales clerk would rather fold clothes than talk to a customer? Or how about the reverse? An overly chatty clerk with way too much information about family that you wish would just walk away? Being visible is an art form in a retail setting but in the travel industry, with most customer contact by telephone, it means great emails, succinct but positive phone messages, and efficient communication in every facet of the sale.
4. E for Educate. Most travel customers are appreciative of “insider” information that allows them to maximize their vacation or business trip. The assumption that a client may not know a destination and then launching into a long monologue doesn’t constitute ultimate service. The best way to educate is to ask questions. Get your customer talking and then guide the call efficiently to areas where you can showcase your knowledge.
5. S for SMILE. A smile is perhaps the greatest gift – whether we’re standing right in front of the customer or whether it is “smiling through the phone.” Smiling literally changes our mood, relieves stress, lowers blood pressure, and releases endorphins. In other words, smiling is like a natural “happy” drug. Smile your way to loving your job and your customers. They will feel that energy and conclude you’re an ULTIMATE customer service provider. You will DUCS!
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Alan B. Hale, CTC – Alan is President of Fairways Golf Vacations, the largest golf tour operator in the USA. He also is the author of Deliver Ultimate Customer Service (DUCS), a parable about service in the travel agency business which is available in the Travel Institute’s bookstore. This article is his adaptation.
