Reframing Your Attitude To Take A Customer-Centric View In Customer Service And Hospitality
A beautiful portion of the novella The Ballad of the Sad Cafe is about the power of hospitality. When people are confronted with the world's judgments and privations, they feel as though their lives aren't valued by society or commerce, according to Carson McCullers. #ThinkWithNiche
"The deep stinging sense that you are not worth much in this world may be laid low for at least a few hours," she says.
This concept of hospitality also sets great expectations for the guests. They "scrape their feet rather lightly on the threshold" as they arrive at the café as if they were youngsters going to a neighbour's house for supper. There aren't many customer service representatives who can tell you anecdotes about customers washing their feet and dressing up. Service may be a point at which customers step out — not just physically, but also psychologically — in the expectation of finding an escape from the way they are treated in other areas.
Take, for example, the realtor on her hundredth home tour. Please inform her that this is an important event for her soon-to-be-homeowners (the process, not just the product).
Consider the IT professional fixing yet another laptop while keeping in mind that the employee is looking forward to tomorrow's big (to them) presentation.
Can attorneys think of all the ways they can make their clients feel more dignified while drafting yet another last will and testament?
If they do this, they will be able to realign their aims and objectives with those of the customer or visitor. This is a fantastic tool.
I'll never tyre of citing a bus trip operator and tour guide:
This is the pupils' first, and maybe only, visit to Washington, D.C. Every time I give a tour of federal buildings in Washington, D.C., I try to keep this in mind.