We’ve all been there. Standing in line, waiting our turn. You ask for help and the only employee in sight frowns and says “I’ll be right with you”.
Or you have to repeatedly explain the same problem to multiple customer service reps before anyone offers some help. These customer service failures happen all the time and they’re completely avoidable.
Customer service isn’t about making the best of a bad situation (even though that’s how many customer service reps are trained). It’s about human relations. It’s about relating to people on a personal level, even when you’re busy, frustrated, or under pressure yourself.
So, how do you get there? How do you train yourself and others to manage their emotions and provide great service? Turns out, there are a few tricks to the trade. After many, many years of providing high-level technical support to everyone from CEOs to senior citizens, I’m happy to share a few hard-earned life lessons to help you be happier and more successful in the customer service role:
- Practice active listening. One of the most important things you can do is to really listen to the person. Pay attention to what they’re saying, and try to understand their needs and concerns. Don’t interrupt, and don’t assume you know what they’re going to say.
- Be empathetic. Put yourself in the that person’s shoes and try to see things from their perspective. This will help you to understand their needs and respond in a way that is sensitive to their feelings.
- Be proactive. Don’t wait for a person to come to you with a problem. Be proactive in identifying and resolving potential issues before they become major problems.
- Go the extra mile. Do something extra special for people to show that you appreciate their patronage. This could be something simple like sending a thank-you note or offering a suggestion for their next visit. Customer service is not just about resolving problems or answering questions. It is really about understanding people and making sure they feel valued and appreciated.
Want More Tips…
- Be polite and professional. Treat people with respect, regardless of their situation or behavior.
- Be knowledgeable. Have a good understanding of your products or services so that you can answer questions and resolve issues quickly and efficiently.
- Be responsive. Respond to inquiries and requests promptly.
- Be helpful and supportive. Be willing to go the extra mile to help people resolve their issues and have a positive experience.
You can download my full presentation right now and learn exactly how to become and to teach others how to develop a winning “Customer Service Personality.
Wishing you the very best.
Scott-