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Buzzworthy customer service begins with eye contact

October 15, 2015 by Rosemary 4 Comments

The other evening I caught myself with four (FOUR) active screens arrayed in front of me.

I was “watching” TV.

I had my iPad on the nightstand because I had started to play a game.

Thought of a work item I needed to finish, and popped open my laptop.

Of course my phone was next to me on the bed in case I got a text (alerting me to nuclear war or possibly a school delay).

And then…one of my children came in to tell me something.

First instinct was…”I’m busy!”

…waitforitwaitforit….

Seeing the look of befuddlement cross my child’s face, I snapped out of my mania and started shutting down screens.

In every moment, you tell the world what’s important based on what’s in your immediate field of vision.

Have you ever been buying something in a shop when the phone rings? And the clerk makes you wait while he answers the customer on the phone?

Why are we putting the living, breathing humans around us at arms length in order to stare into a screen?

Why do we feel comfortable sending a LinkedIn request to a stranger, but too shy to approach people at a business networking event?

It’s time to get back to eyeballing each other.

Some ideas for practicing eye contact:

  • Take one of your customers out to lunch or coffee. Ask them how they are. (Not how satisfied they are with your customer service.) Then truly listen to their answer.
  • Add a conference or two to your calendar. Get outside your office and meet people.
  • If a living, breathing person is talking to you, close your laptop and stash your phone. Listen actively.
  • Start scheduling video calls instead of emails or phone calls. Body language is a crucial signal.
  • Use your real name and photo in your customer support communications.
  • Turn off notifications when you’re interacting with people (e.g., at lunch, in a meeting, listening to a pitch, serving a customer).
  • Let people know that you noticed them, by offering a specific (and authentic) compliment, referring back to something they said earlier, or remembering details about them the next time you meet.

How many screens do you have open right now?

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for Social Strata — makers of the Hoop.la community platform. Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee

 

Featured image via Flickr CC: Kevin Dooley

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Filed Under: Personal Development Tagged With: customer-service

Comments

  1. Gigi says

    October 19, 2015 at 10:48 AM

    If I could eyeball you right now I’d give you the biggest high-five I could muster for this post. Thank you for the enlightening and thoughtful reminders to remain anchored in the present – the tangible present rather than the often ethereal virtual one. Yes many things demand our attention, yet fragmenting our field of vision is not the same as being attentive – it’s just being fragmented. I’ve often befuddled my own kids – it’s something we do as parents, and I believe as entrepreneurs we often double-down on our fragmented fields of vision. I’ve worked hard to practice what I preach in terms of “one screen at a time.” The beauty of this post reminds me I need to go farther – one person at a time, with eye contact.

    Reply
  2. Jane Boyd & Liz Strauss says

    October 19, 2015 at 11:05 AM

    This is indeed a great post. I’m guilty of too many screens too often. It’s a huge challenge. You have shared some excellent ideas and thoughts. Thank you! ~ JB

    Reply
  3. Rosemary says

    October 28, 2015 at 6:44 AM

    Thanks Gigi and Jane! You are two of the people on my list I’d like to “eyeball” ASAP 🙂

    Reply
  4. Danielle says

    November 3, 2015 at 5:03 PM

    This is a such a great post and a great reminder on how we get consumed by being plugged in all the time. I am going to start using the ideas for “eyeballing right’
    Thanks for writing this!

    Reply

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