“Laughter is the best medicine,” is a well-known phrase and the effect it has on a stressed and confused mind is enormous. (Of course, the enormity is relative to the degree of relief and not confusion!). Laughter, humor, and a general attitude of casualness instills a feeling of ease, relaxation, and relief in a person. Imagine going in a doctor’s office and a robot tells you, “Sir, you have been diagnosed with a life threatening disease!” It just doesn’t click and it adds to the frustration and stress levels of a patient. This feeling is just not limited to a doctor-patient relationship, but extends to any and all service providers. A person who is providing any sort of service and fails to connect with the service acquirer on a personal level will never be able to make a lasting impression on the customer’s mind. Have you gone through a similar experience? Never mind! It’s not about you anyways; it’s about the general customer service experience. Gotcha!
The Importance of Human Interaction in Customer Service
- You stand out. If you as customer service representative induce a touch of humor in your customer interactions, you will stand out and be remembered. Your advice and assurances to the customer will be received in a much better way. Kudos, you will be at the top of your game. Just learn a few good jokes will you!
- You will entertain the customer. When you indulge in a nice, casual, and funny chat with an otherwise confused and sometimes irritated customer (keep your cool with the grumpy ones too please), you make them relax and the make the entire phone call a rather enjoyable, entertaining, and happy experience. Consider an angry customer interacting with a dry customer service agent. “Hello. My product is not working.”—“So what can I do?”—OOPS! Good luck with that brave boy, LOL.
- It uplifts the employee’s morale. We all agree that customer service is not an easy job to do. How many times have you been satisfied with the customer service? Wait what? Zero, I knew it. So, if the representatives are friendly and funny, so will the customers.One encouraging comment, appreciating remark, and a funny response will uplift the morale, motivation, and loyalty of customers .
- Strengthens the customer relationship. A recent survey carried out regarding the factors that affect customer loyalty showed that customer loyalty and trust is increased for brands and services where the customer service is friendly, competent, and polite. Come on, after a bad customer service experience, haven’t you vouched never to buy the product again? Yes, we’ve all been there done that! Similarly, after a funny and casual conversation with the representative, where you take a lot of his or her time (and their sanity) and they still listen and respond as cool as a cucumber, you tend to like the product and service more. So, it clearly wins hearts and loyalty, win-win.
- Helps the customer relax. In most cases, when a customer service representative is engaged, it is because the customer is either stuck or confused. In short, help is needed. When the representative listens attentively, leaving a casual and funny remark here and there, the customer actually feels relaxed. (Okay, I haven’t completely ruined it. It can be fixed! Thank the skies and the heavens). So always, (not when you are telling someone their life is ruined), be funny, be humorous, be interesting.
However, it is extremely important that while you are trying to be funny and help the customer relax, don’t cross the boundary . What boundary you may ask? Well, while you are cracking a joke, always remember that the listener is a customer and not your best friend. Don’t get personal, don’t get offensive, and don’t be excessive. You know where too much humor spoils the show. For instance, when you go to a store and the salesman gives a constant wide smile. You wonder, do I have lipstick on my teeth or what?
The Key to Humor in Customer Service
So, get those brain muscles moving, stay attentive, sound interested, and be spontaneous. Next time someone asks you, “Hey can you help me?” How about saying, “No, I can only serve ice cream.” Good one, right? Just kidding.
Written by: Jasmin Youngman