Rethinking the classic "Can I Help You?" in contemporary customer service (September 19, 2023)

There was a time when the friendly query “Can I help you?” symbolised the epitome of stellar customer service. However, as times have evolved, this once-appreciated phrase can now be met with more scepticism than warmth.

Reflecting on the changing landscape of customer service, the perspective becomes clear: The simplicity of the past, marked by a warm smile and a ready offer of assistance, no longer holds the same charm. With the advent of the internet and a greater reliance on peer reviews and word-of-mouth, today’s customers are more informed and discerning than ever.

The trend is evident after observing the customer service domain for over 17 years. Nowadays, customers usually aren’t venturing into a business simply for a browse; they often come with a clear intent and purpose.

This isn’t to suggest they’ll never seek guidance. However, it’s all about timing. Approaching a customer prematurely can come across as overbearing or even intrusive. The key? Offer a cordial greeting, ensure they know your availability, and then grant them some space. Await that subtle signal indicating, ‘I could use some help now.’

In today’s rapid digital era, first impressions are crafted quicker than ever. Research from Princeton University underscores that individuals take just a fraction of a second, specifically one-tenth, to form judgements on aspects such as attractiveness, trustworthiness, and competence. Bearing this in mind, it’s imperative to acknowledge that a significant portion, roughly 90%, of these initial impressions stem from non-verbal cues: posture, facial expressions, tone of voice, and general appearance.

While the nuances of customer service have undeniably shifted, certain ageless truths persist. For instance, the potency of a genuine smile remains as impactful as ever. It’s a universal ice-breaker.

In conclusion, although our interaction styles might adapt with the times, the foundational principles of customer service remain unwavering. Greet authentically, exude welcoming body language, and be ready to assist. Yet, it’s crucial to remember not to be overly eager. Sometimes, the most helpful approach is granting them space and waiting for their signal.