I had the pleasure of experiencing a first class customer service experience over the weekend. It was so impressive I thought about Tawanda at Starbucks for the rest of the day. What made the interaction remarkable and memorable? Tawanda was authentic. Her service was perfectly balanced – not too exuberant, not too reserved, she was just right. So what could have contributed to Tawanda’s balance and her ability to create a memorable experience?
I’d like to think she effectively used her Type functions to create exemplary customer service. People may ask: Is Extraverting better for customer service than Introverting? Are Sensing preferences better suited than Intuitive preferences? Are Feeling preferences or skills better than Thinking preferences or skills?
What truly matters is the ability to be aware of the need and value of the skill, be adept at using the skill when it is appropriate and be able to rely on the skill. Understanding what your natural gifts are, how your least natural impact situations is the key to personal and professional success.
Let’s consider the Jung’s attitude of energy – Introverting and Extraverting. These attitudes reflect where people focus their energy and how they get energized. Below is the table of “facets” that are associated with the corresponding end of the MBTI in which they fit.
|Facets of Extraversion||Facets of Intraversion|
Each of us is gifted with a natural preference for each facet. At any point during a service interaction, the service provider needs to be able quickly assess the situation and determine what facet is appropriate, not what is most natural to use. For example, a basic, quick customer service interaction at a fast food window might require all facets of extroversion. A service recovery interaction may require a blend of introversion and extroversion. Service recovery may require highly skilled receiving and reflecting, promoting a quiet and contained, active listening environment. In some cases, extroverted energy may actually harm the service recovery action.
Take a moment. Consider your natural preferences for the Energy attitude. What is easiest? What is more difficult? What do you need to develop to improve your personal performance and add to your success? Are there times when you need to do what is difficult?
“In the middle of every difficulty lies opportunity.” – Albert Einstein