Recently, I asked a customer what he most wants his employees to get from our training. Because he has more than one training need, he took a moment to think about it, and then he answered – confidence.
I thought it was a great answer and certainly an important component of delivering exceptional customer service and developing quality employees.
How does being confident help your customer? Customers want to know that the employee they are working with is confident and will be able to serve them in a professional manner. They need the assurance they will be receiving the right equipment and that the equipment will serve them well. If they have questions, they want prompt and honest answers, and if you do not have the answer, you must commit to getting it.
How does being confident help you, the employee? It should help you feel better about serving the customer and meeting or exceeding his or her needs. Being confident allows you to take control of a situation and brings along a culture of follow-through. It will help you build and maintain a better relationship with your customer because they will have more trust in you.
Often, there is a fine line between confidence and cockiness or arrogance. Someone that is cocky is often more concerned about themselves than others. When your job is related to delivering exceptional customer service, you cannot be thinking of yourself first. You need to demonstrate a genuine concern for your customer and his or her needs.
Here's How to Build Confidence
Learn your products. If you do not know what you're talking about, it's difficult to show confidence. You rent technical products that are used in many applications. Learn about those products so you can speak with confidence and credibility. Most important, if you do not know the answer, ask. Your customers will appreciate that.
Ask the right questions, so you can best help your customers. You will be able to service them better if you ask your customer about their job and application. It will show you care and are knowledgeable regarding what you're renting. With this knowledge, you can confidently match the product to their needs. This will lead to more business and referrals.
Watch your non-verbal cues. A confident person will smile easily and often, have good eye contact, and appropriate body language. You will not see them slouching or hiding from customers. They will step up and help.
Be relaxed and personable. Your confidence will make customers comfortable and they will want to do business with you. Most likely, many different competitors in your market offer the products you rent. Customers will continue to do business with you if they are comfortable with you – when there is that connection. As you get to know your customers, do not be afraid to use appropriate humor.
There are many key qualities to a great customer experience. Confidence can make a strong impression on your customers, and help you feel better about yourself and your job. Be aware of your confidence level and work hard to build it. You will get a great return from your efforts.
*This article was originally published in 2013.