Maybe you’ve heard about them. Perhaps you’ve had a first-hand experience with a customer service superhero, a mild-mannered individual by day who is able to set even the most monstrous customer service situation right.
Customer service heroes are mere mortals who exhibit super-human characteristics in times of trouble, need, or just because. They can’t melt steel, fly or lift a two-ton boulder (although that would be awesome), but their best customer service efforts are the stuff of which legends are made. Consider these three common characteristics associated with (customer service) superheroes:
- They use their powers for good. Customer service superheroes are dedicated to serving others. They’re sincere do-gooders and believe in the best in all people. They work to uncover the facts that will help in solving even the greatest of customer problems. They go above and beyond expectations without being asked.
- They live by a strong moral code. Customer service heroes exhibit an impressive sense of duty and responsibility. They are fair to all, providing the same level of care no matter how small the problem and are willing to provide exceptional service experiences without the expectation of reward. They serve as role models and a source of inspiration for others, but will usually say “they’re just doing their job.”
- All have a motivation that has led them to be who they are. Ask any great customer service rep why they go above and beyond to help perfect strangers, and they’ll typically share a moment in their life that altered their ego. It may have been a customer service experience they had, a lesson in care or compassion that a friend or relative taught them, or even a simple quote that inspired them, but like any good superhero, they’ve got an interesting backstory.
Every day or for just one day, we have the opportunity to be customer service heroes (whether we’re in customer service or not), going above and beyond to assist perfect strangers who are counting on us to solve their problems or answer their questions. Resist the urge to utter villainous customer service phrases such as “there’s nothing I can do for you” or “that’s just our policy.” With just a little more effort, you could be someone’s customer service hero.
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