When service is done well, you notice it right away. It isn’t stiff or mechanical or forced; it’s easy, human and fluid. Conversely, when service feels bad, you notice that too. It’s awkward and stiff and formal and awkward, even when it feels like you’re trying really hard to be polite.
The difference isn’t necessarily personality, though; it can be awareness and training and how easily a person can handle situations in a real-world setting.
- It’s awkward when it feels like you’re just following a script
A common mistake beginners make is leaning too hard on their script, and while you may be using it to help yourself out initially, at a certain point, it starts to feel unnatural. Customers can tell when someone isn’t actually listening to them, just following instructions from a script. Good service isn’t robotic, it’s flexible.
- Great service requires you to adapt
Customers are rarely the same person to person; some customers want fast answers, some need extra explanation, some are confused or emotional. The strongest service professionals know how to communicate with different customer types in unique ways and they adjust their communication style according to the situation.
- It makes all the difference when you speak with confidence
Simple sentences can sound even better when spoken with a level-headed confidence. Nervousness or hesitation makes even correct answers feel shaky and confusing, so you should always speak with confidence in every situation you enter. Confidence doesn’t mean to be aggressive or loud, it means to remain strong and clear.
- Listening is far more important than speaking
One of the biggest mistakes you can make is focusing on your answer instead of your questions; however, in reality, the most effective communication skill is listening and listening well. By focusing on your customer first, you’ll avoid mistakes and create a more positive experience for your customer.
- The smallest details make you appear as a more “human” service worker
There’s a reason the smallest detail makes such a difference in your ability to communicate; things like vocal tone, timing, eye contact and even pauses have the ability to make communication more or less smooth and natural, so be aware of them as often as possible.
Final thoughts
Natural service isn’t a skill you can mimic, it’s a skill that’s earned through awareness, experience and people understanding. When you stop worrying so much about your script and worry more about the interaction, you’ll make your own experience much more natural and seamless.