It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations.
Do you have customer service courage?
It takes courage to speak with an upset customer hell bent on seeking out the manager to vent their frustrations on.
How do you succeed when faced with a disillusioned customer that will not shy away from stating their displeasure?
“You did this”, “You promised that” or my personal favorite “I’m paying a lot of money and don’t want to be nickel & dimed for…” Ever been on the receiving end of statements like these?
One of the most difficult aspects of customer service is keeping your cool while those around you lose theirs.
Told that an upset customer demands to speak with you sends the hairs on your neck straight up. “What do I do?” “What happened?” “What do I say?” “Who screwed-up this time?” “What am I going to tell them?” These are the thoughts that rattle through our minds as we take the walk of shame towards the customer.
But why are you in this situation in the first place? What have you done wrong or possibly overlooked that has created this negative situation and gave your customer a reason to complain?
Have you staffed enough employees for the intended business? Have you ordered the right amount of supplies or materials? Have you trained your staff well enough and provided them with all the tools necessary to be successful so they may properly service your customers? Have you planned for the unexpected?
If you can answer questions like these with a yes that’s great! If you answered no to these questions, you will need much more than just customer service courage!
You will need to reevaluate your way of doing business.
You need courage to plan, courage to anticipate, and courage to get out of your office and lend a hand to fix whatever is wrong – before the customer receives anything less than your best!
That is what customer service courage really is.
You must have full faith and peace of mind that your business will meet and surpass all the needs, wants and desires of your customers.
When you prepare well calmness will take over. You can take on any battle, take on any obstacle, and take on any challenge that stands in front of you.
Courage will guide your principles to do what’s in the best interest in your customer. No short-cuts or half-hearted attempts to serve.
You will be rewarded with repeat business, increased positive word of mouth and be able to build a foundation for success. No need to fear the troubled times because you have planned for all contingencies.
Be confident in your abilities. Let your skill set determine your future and behold your adaptability to handle any situation that comes your way.
Customer service courage? I don’t think you need it…
This post was originally published in http://stevedigioia.com/blog/why-customer-service-courage-is-the-best-thing-since-sliced-bread by Steve DiGioia