The year I turned 16 years old was a momentous one for me.
Four months after turning 16, I graduated from High School. Six weeks later I was hired by the largest commercial bank in the country at their main branch in the country’s capital. Within the next four months, I was selected to attend two external training courses: an Image and Beauty Course taught by Elizabeth of Sweden (Swedish Skin Care) and a two-week Customer Service training.
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Customer Service Excellence
The Customer Service training was a pivotal point in my career and for me as a person.
I was an introvert, although I do not recall if I knew the word then. What was known was the fact that I was very reserved, yet not shy. This meant that I was never afraid to speak up or speak to anyone. But it also meant that I enjoyed time spent with a few close friends, or by myself with a book. It was easy to get lost in the world of books.
My job in the Foreign Exchange Department as a Clerk/Typist/Stenographer required that I assist at the counter if the counter-staff were busy. While I loved the clerical part of my job, the times at the counter seemed like an interruption in my day, even though I carefully hid this with a smile and spoke pleasantly to the customers I worked with.
Something had to change in my attitude, for my own peace of mind, and to allow me to enjoy my job in its entirety. The problem was that I did not know how and did not feel I could ask anyone at work. The solution came approximately three months after my start date.
Customer Service Training
Several of us from various branches across the country were selected to attend an external customer service training for two weeks.
As we got deeper into the training, I began to appreciate the meaning of good customer service and felt drawn to the importance of delivering that type of service. When examples of poor customer service were mentioned, I knew I never wanted to treat anyone that way, and it actually made me feel upset that there were people who thought it was ok to treat customers in that way.
I knew I wanted to make people feel they were cared for and were important. I wanted to delight customers with the service they received!
During the training I vividly recalled an incident at work a few weeks prior to this training.
The building I worked in was multi-storied, and the ground floor was where customers came to do business. The large columns and high ceiling of the first floor were quite imposing and could be intimidating, especially if you were not a regular customer. Many people came to the bank’s Foreign Exchange Department to purchase Money Drafts/Checks in foreign currency to send overseas, but this may not have been their usual financial institution.
An elderly gentleman pulled open the heavy glass front door and stepped up into the lobby while looking around hesitantly. He was clearly uncertain about where to go, but as he turned slight left, he saw the sign to the Foreign Exchange Department. With a look of relief, he walked over to the counter. I had observed this from my desk and realized that there was one counter person short, so my assistance was needed.
I said “Good Afternoon” politely with a slight smile and asked how I could help. The transaction took about 10 minutes then I pointed him to the Teller to make his payment. Turning, I went back to my desk and resumed working on my tasks.
As I sat in the training, everything I could have done differently became very clear, and I became excited about going back to work to apply what was taught in the class.
Customer-Focused Attitude
A few days after returning to work, I glanced up just as a petite, elegantly dressed lady walked into the lobby. Without hesitation she headed for the Foreign Exchange Department. It was a busy morning, so I knew what was needed. As she walked to the counter I got to my feet, and we got o the counter almost at the same time.
Smiling broadly, I said a happy “Good Morning” and asked, “How may I help you?” She returned my smile, but I caught the flicker of surprise that she’d been greeted with such enthusiasm on a Monday morning. It was fascinating to watch the change in her body language. She relaxed her formal posture, and her voice inflection changed from stilted to humorous. We exchanged some pleasantries, completed her transaction, and she left with a smile.
I was grateful and happy. My customer-focused attitude had contributed to making this customer’s trip to the bank a pleasant one. If she had dreaded the task, I hoped she now had a pleasant memory of her visit.
I Fell in Love With Customer Service
At the Age of 16, I fell in love with Customer Service.
It was a delight to watch men and women enter the lobby with a look of uncertainty, sometimes a look or fear of going the wrong way or not knowing what to do causing their shoulders to curve and see the transformation when they were acknowledged and given a pleasant greeting. Their posture and entire demeanor changed. All because they were made to feel they were important to the bank, they felt appreciated, and they felt someone cared.
Even though I am an introvert, I’ve always loved people and was taught at an early age to respect everyone. My ministry, which I engaged in even as a child with my parents, reinforced this.
Yet, the Customer Service training I participated in transformed how I viewed customers, and my desire to make them feel valued and appreciated.
It also led to my own transformation because I no longer viewed customers as an interruption in my day. The focus was no longer on me, but on how I made others feel.
This attitude and belief served me well so that by the time I was 18 years old, I’d been promoted to Manager’s Secretary at a branch in a resort town.
It also helped me to build strong relationships with employees at all levels when I moved to another international organization, received four promotions in 16 years and spent the most enjoyable years of my working career in Human Resources being the bridge between management and employees and supporting employees on their journey with the organization.
Today, businesses must be prepared to deliver memorable experiences for their internal and external customers, as this is what will encourage customer loyalty, both from employees and people we do business with.
We cannot forget, however, that the foundation on which the relationship between a business and its customers is built, is the delivery of excellent customer service. Without this, there’s no opportunity to develop strong relationships, create memorable experiences and retain customers.
Are you feeling unsure if you have systems in place to consistently deliver excellent customer service? Why not schedule a 20-minute conversation with me to help you assess the effectiveness of your existing system? There is no obligation; just a conversation.
