People can learn how to provide good services to customers, but it will make the difference in the quality of service if enjoying solving problems for others and paying attention to them is part of your personality.

I have worked with excellent support engineers who really cared about the client issues, and their attitudes didn’t change once they finished talking to the customers over the phone. There is no switch to turn on or off your spirit when interacting with others, even though some techniques will help you face unhappy clients. If you don’t come across as natural, your customers will feel it.

The other day I went to the bank, and the lady who took care of me started telling me how nice my shirt was and other things I can’t now remember. She had a very big smile. Then she asked if I wanted to open another account… I politely answered no. I think she didn’t remember me because we had a similar conversation few months earlier.

A few days later I was waiting in line at a cafeteria close to the bank, and when it was my turn to order my food the same lady suddenly appeared in front of me and told the owner she was in a hurry before giving him her order. I was not in a rush so I let her get her sandwich, but then she left without acknowledging me. I didn’t see the usual smile she had during business hours: she did not recognize me.

I was thinking about upgrading my current services with the bank, but guess what will be my answer the next time she suggests me new services…