A friend works for a company that helps government agencies improve their service. His team needs to address the basics. Sometimes they start with a simple instruction that should be commonsense in the service sector: “Be nice to the people you serve.”
But some employees don’t get it. Someone usually asks, “Why?”
The second step is to explain why it’s important to be nice.
I’m incredulous that any customer service employee needs to be told to be nice, but apparently not everyone realizes it. These workers need to first learn this lesson, then master the concept, and finally apply it to the people they serve.
In customer service—as with life—be nice stands as a key foundational principle. The ability to be nice should stand as a requirement for hire.
Companies should screen for this “skill” in the interview process. But if one person slips through who isn’t nice, then they need to receive Be Nice training. What would thisinstruction entail?
Although it seems obvious, here are the key elements of what it takes to Be Nice.
Embrace the Golden Rule
The golden rule reminds us to “Do unto others as you would have them do unto you.” This stands as the underlying principle for Be Nice. When we treat others as we wish to be treated, we take a huge first step toward being nice.
Smile: It’s easier to be nice when we smile. And it’s harder to be nice when we frown. So, remember to smile. And this doesn’t just apply to in-person interactions. Smile when you’re on a video call. Smile when you talk on the phone, for people can hear your smile.
Be Friendly
We’ve all encountered surliness in customer service situations, be it in-person, over the phone, or online. Don’t be surly.
Surly repels, whereas friendly attracts. It’s also much easier to be friendly when we smile, while unfriendly is more likely to follow a frown.
Respond Fast
Part of being nice is being responsive. In customer service situations, it’s frustrating to have to wait for a preoccupied employee to give us their attention, but it happens all the time.
We wait while they complete a trivial conversation with a coworker or wrap up a personal phone call.
Solve Problems
The main reason for customer service is to resolve customer issues, so the goal of Be Nice training is to solve problems. This includes resolving the issue and customers agreeing that we did.
We must embrace the golden rule in all aspects of our lives, not just for customer service. Extend these Be Nice goals to all our interactions. Smile, be friendly, respond fast, and be responsive.
Besides our customers, this applies to our employers, to our friends, and to our family—especially our family.
Be nice at work and be nice at home. Be nice to others, and they’ll often be nice in return. But if they don’t reciprocate, shake it off. That’s on them.
Just be nice, and you’ll have a positive impact everywhere you go, in everything you do, and to everyone around you.
Life Lesson: Let’s be nice in all that we do.
Read more in Peter Lyle DeHaan’s latest book Sticky Living featuring his compelling story-driven insights and tips, part of the Sticky Series.
Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. Common themes at every turn have included customer service, sales and marketing, and leadership and management.
He shares his lifetime of business experience and personal insights through his books to encourage, inspire, and occasionally entertain.