Why is your voice inflextion and facial expression sooooo important in customer service??

One of my followers asked me to address this issue and for privacy sake, we’ll just call her Tonya no last name. Tonya this is for you!  So, why is it so important that you mind your voice and your face? Well let’s just take a look at the scene that follows:   Imagine if you will, that you just walked up to a customer service booth at a place  where you spend your hard earned cash. You’ve had a rough day already. Your boss is a pain, and I mean a r.e.a.l. pain! You just want to make a simple exchange and go home. You were in the store last week and bought that shower curtain you loved and realized when you got it home that…OMG! it’s in the wrong color!  Seriously, you just had to scream it out when you got home. It took you a week to get back to the store to get the exchange. On your way over to the store you got stuck in traffic, then someone cut you off at the light, “seriously!” you screem. You hit your horn and lean on it for a while just to get your frustration out. I think that’s what horns were made for, honestly. Finaly, you get a parking space after looking for about fifteen minuets and make it to the customer service line with five people in front of you. Some lady up ahead is all bent out of shape for something truly trivial. The line goes down after about ten more minuets and finally it’s your turn.  Sadly, the customer service lady who reminds you of someone with about as much personality as a blade of grass, looks up at you with this frown on her face and her tone of voice is saying, “I really don’t want to be bothered with you!”  I know, I know what your thinking….if she doesn’t like her job…just quit right? R-i-g-h-t. Imagine yourself in this exact position as the customer. How are you feeling? What are you thinking? I won’t even ask what you might be saying! Well, your customers have the right to feel the exact same way. Got it? G-o-o-d.   Your smile, pleasant tone of voice and enthusiasm,  could just land you a promotion one of these times. So you need to be smiling at every customer as if -they- are the CEO. Stranger things have happened.  I’m reminded of a waitress who received a rediculously large tip just for her outstanding customer service!

I hope this clears up any misunderstandings:)  Cheers!

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