Barking dogs occasionally bite,  but laughing men hardly ever shoot.”

 – Konrad Lorenz 

If you don’t think humor is important in customer service, you’d be wrong. A sense of humor can go a long way with customer service and can turn a bad situation into a good one. Those companies and organizations that recognize the value of great customer service will often encourage that their employees who interact with customers – including salesmen and customer service reps use humor.

Humor and personal contact are dying in customer services. Technology is taking over human interaction in the customer service industry. Humor and a smile go hand in hand to make your customer feel relaxed and that they will be looked after. It defuses a situation quickly and makes the customer feel connected. Technology can’t do that.

Here’s what we also know: When you laugh the whole body relaxes and that relieves tension, making the situation at hand much easier to deal with. It will allow your customer to hear what you are saying and make good choices, and it will do the same for you, allowing you to make the best decision for the situation.

Laughter triggers the body to release endorphins, which are the body’s “feel good” hormone. If you and the customer are both feeling good and have a better sense of well-being, you are much more likely to quickly and easily resolve the situation and your customer will leave happy.

Even in more volatile situations, when used properly laughter and humor can help to lower the threat and calm down the customer. Of course, you need to read the situation carefully, because you do not want to escalate a situation either.

Laughter actually boosts one’s social skills. Science has discovered that laughter lets humans connect, and it creates a bond. Laughter is a universal language and so you can imagine how it might be beneficial in customer service to bring the customer and the rep onto the same page, eliminating any threat and creating a situation where, quite simply, resolution occurs more often.