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Every once in a while we will cross paths with what I refer to as a customer service superstar. They are like diamonds in the rough. We never know when we will be served by one of these superstars. They are dispersed throughout the marketplace and look normal on the outside. But take a closer look and we will soon discover that these people are a breed apart from your average everyday customer service representative.

So what is it that makes them so different to be bestowed with the title of a customer service superstar? Is there something that gives these people an edge when it comes to serving others? The very first thought that comes to mind in answering these questions is that customer service superstars have a way of making us feel valued. They give us the impression that we are the most important person in the world at while serving us. We also tend to walk away feeling like a VIP.

Customers soon recognize that these special people are living a life focused on others. This in turn makes each customer walk away feeling that the service was more than simply following a job description in order to receive a paycheck. If customer service superstars were to wear a tee shirt, the caption on the front would simply read, “It’s not about me.”

These customer service superstars are the best because they also understand the mindset of the customer. They are sensitive to the needs and feelings of what customers think as they walk through the door. These superstars have a way of understanding the customer and making their experience as enjoyable as possible. By understanding the customer’s point of view, they also begin to capture new ways to make the service experience more pleasant. Let’s now look at the five qualities that define these customer service superstars:

1. Superstars maintain a positive personality

The very first key in becoming a customer service superstar is to avoid a negative attitude. Every person who consistently offers outstanding service possesses a positive attitude. The two always go together. Their personality is attractive to others. This alone makes customers want to return. Because of their attractiveness, customers remember the experience in a more positive light. The inviting atmosphere created is a direct result of the positive attitude that these superstars display.

In reality, it is the customer’s perception of the service that truly counts. If they feel that the service was average, then it was average. Understanding this point will be a major benefit if we are to improve in the area of service. When we show ourselves to be positive, the perception of the service will always improve for the better.

2. The superstars show enthusiasm

The poor service experiences that we remember are typically the result of being served by a person who lacked enthusiasm. This perception that the person was not excited to assist us made the overall experience below average. But our perception takes a complete turn when we feel that the person serving us was enthused during the whole process. It is important to remember that the secret is to show our customers that we want to assist them. One easy way to achieve this is to be enthusiastic about giving them our best service. This important key will instantly make customers walk away feeling that the service was outstanding.

3. The superstars respond quickly to the customer

In today’s business world our customers anticipate service to be performed in a fast and efficient manner. They expect to be served by a knowledgeable person who not only is quick at making the transaction, but also performs in a highly professional manner. The more we can project professionalism in our service, the more likely customers will trust our business. If we are to give the perception that we are experts in our field, we must serve in a manner that shows others that we value their time.

Try and recall those moments when you walked away from doing business with an organization and felt that the service was exceptional. More than likely you encountered a superstar who performed the transaction is a highly professional manner. He or she gave the impression that your time was valuable and swiftly took care to meet your needs. This alone left an indelible impression that the service was terrific.

4. The superstars strive to be their best

Every customer service superstar is motivated to bring out the best in themselves while serving others. Their passion is to offer each customer an outstanding service experience. The passion and enthusiasm shown is a direct result of simply wanting to become the best in their chosen profession. This drive is inward motivated and makes all the difference in how their customers perceive the service.

It is a pleasure when I get the rare opportunity of being served by one of these customer service superstars. They always give the impression that they genuinely enjoy serving me. I leave with the impression that they truly enjoy their position. These experiences are a result of a person who simply gave 100% on the job.

5. The superstars show attention

Similar to being efficient, showing attention expresses that we care about our customers. Our greatest memories of an excellent service experience came as a result of a person giving us his or her full attention. They made us feel important because of this attentiveness. It is important to understand that most people enjoy shopping and playing the role of a customer simply because they are anticipating the expected attention to be received.

Teach these five excellent traits into your training and begin to see your service improve instantly. Your team will begin to outshine the competition and your customers will also become your best advertisers simply because of the exceptional service received.