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7 Prescriptions for Personalization

In our age of fast-growing technology, personalization has become one element that will humanize your customer service and differentiate yourself from other people and organizations.  When it comes to service (both internal and external) people want fast, friendly, hassle-free experiences.  They want those authentic human-to-human interactions that they can’t get from a robot, app or kiosk.

There are two things to focus on if you want to protect your job from technology:

  1. Re-skill your workforce to continuously stay ahead of the technology curve (read more here).
  2. Provide personalized experiences to your customers that will make them stay longer, buy, more, and positively refer others.

Here are 7 prescriptions to continuously have fast, friendly, hassle-free, personalized service interactions:

  1. Be Authentic. Are you real and genuine in everything you do? Authentic people speak the truth and communicate openly with their colleagues.
  2. Be Hospitable. Do you make your colleagues and customers feel welcome at every touch point? Start with a positive attitude.
  3. Be Empathetic. Can you understand and share the feelings of another human being? When you have empathy for your colleagues and customers, you are better able to make decisions that are fair for both parties.
  4. Be Committed. Are you willing to do whatever it takes, no matter what? Being committed means living your values each and every day, even when it’s uncomfortable or inconvenient.
  5. Be Competent. Do you have the skills and ability to excel in your role? Being competent means you are enabled with the learning and skills to do your job well and solve your customer’s problems.
  6. Be Friendly. Friendliness is learned at a young age. Being nice and friendly to your colleagues and customers can create decades of loyalty.
  7. Be Fun. Don’t take yourself too seriously. Having fun at work can de-escalate stressful situations and make interactions with colleagues and customers much more fulfilling.

What are some of the ways that you personalize your internal and external service interactions?

To read more about these principles, check out The Seven Personalization Principles: Learn the Principles to Thrive in These Disruptive Times.

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Peter Psichogios is the President of Global Engagement Solutions whose mission is to help companies create engaging employee and customer experiences. Prior to joining GES Peter Psichogios served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard, leading the large-scale e-Learning and employee engagement initiatives. Peter has been fortunate to work with the who's who of the Fortune 500 and many of the world's fastest growing companies, helping them deliver innovative learning, engagement and recognition solutions.