A smile is a powerful tool. A universal currency that can change the mood of a person, change outlook, and it can even change actions or influence in actions. Smiling is not just a universal means of communicating it is also a frequent one. However, we sometimes encounter customer service representatives who come across as bored, frustrated, grumpy, sad, unsmiling or ultimately unapproachable.
A simple smile has a ripple effect on customer service as perceived by consumers. Smiling is contagious. It is very difficult to frown when looking at someone who is smiling; we have a subconscious innate drive to smile when we see someone smiling. Therefore even when confronted with a seemingly difficult customer, a basic smile is powerful enough to diffuse some tension.
Smile is one of the most powerful yet underrated tools a customer service agent possesses. As a customer service representative, when you smile, you do not only appear to be more likable and courteous, but you actually appear to be more competent. A client is more likely to settle down and listen to what you have to say or what solutions you have to proffer.
Smiling can boost your mood so even customer service agents that do not physically attend to clients, such as phone operators, clients can actually sense the positive energy that exudes when you smile while attending to them, even though they cannot physically see you.
Dear customer service representative, enhance your business, prepare to flex some muscles as you attend to your clients today. Smile!
*Be sensitive in using your smile. It will come across as insensitive when a client is hurting and you flash him your biggest smile.