Note From the Editor
Written by Aman Makkar
Have you ever been disappointed in someone’s attitude, maybe a waiter or waitress, an associate, friend or family member? In the past few months I feel like everywhere I’ve gone, I’ve received sub-standard customer service. (I use the term “customer service” loosely in reference to communication with clients, associates, business partners, friends, or family.) Given the feeling of disappointment, I started to research the philosophy and tactics behind successful communication and would like to share with you a little of what I’ve learned.
The 7%-38%-55% Rule: A landmark study published by UCLA professor Albert Mehrabian, one of America’s leading communications experts, identified how we communicate and documented the validity of “actions speak louder than words”. The results were mind-boggling! When speaking to one another, our message is interpreted like this:
-7 percent of what is heard are the words (verbal)
-38 percent of what is heard is voice tone (vocal)
-55 percent of what is heard is body language (visual)
On a daily basis, everyone who works around me hears about the importance of customer service. We critique conversations our reps have with clients, paying close attention to their tone of voice, choice of words, and whether or not they have a smile on their face while speaking, because this passes through as well! There is always more than one way to express a message. It’s important to remember that it’s not what we say, rather how we say it.
When I think of customer service, there’s one company that stands out in my mind. ZAPPOS! You may or may not have heard of Zappos, but they are an Internet shoe company. They have THE BEST customer service I’ve ever experienced and in my mind are the epitome of spectacular customer service.
We’re all in business to make money, but also to provide a service to our clients. Even if we’re not on the front lines speaking with clients, how we speak with one another is reflected through our organization. We all must strive to provide the best customer service our clients have ever received or what I like to call “Zappos-like customer service”.
Aman Makkar
Editor
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