There was a time when customer service is becoming a major problem than today. The economy is shaken, consumer confidence declined, and the customers who are buying have scores of choices of where to buy and how to buy. And now, almost every product and service out there has become a 'commodity' that it is difficult to determine who actually offers the best value (and, many people just shop based on price alone).
If you are looking to stay competitive (and who is not?) Is more important than ever to differentiate your company from others. This is important to ensure that the whole value proposition is clear and is consistently fun and deliver a shock to the customer.
This is done in two ways:
The first is through a positive corporate culture focused on the customer, supports and nurtures relationships. The second is from the personal commitment and determination of the people who take care of the customers every day.
When customers choose to deal with someone on every transaction to provide the level of care that they build "emotional bank account" with customers that keep them connected with the company (even if they can not buy today as yesterday).
While customer care is everyone's business and should be part of the job description, customer facing responsibility to be a "company" in the eyes of the customer.
In challenging times it is important to do a GOOD customer service. Here are 7 things to know every customer service in order to do the job well. Make sure you pass this article along to every person who is responsible for customer service in your organization. If you deal with customers, in any way, I am speaking directly to you.
1. You chose this job, or the job you choose. Whatever it is, it is in your best interest and the best interest of your client to show up and do the work that you are fully present. Set each day to do the best you can do. Make it a point to learn to get better every day. The more you practice, the better you do. Find joy in doing your job well. Recognize and acknowledge yourself for "victory" you win on that day (Although, if your boss does not give enough attention).
2. Be proud of what you do. You have an important role in the success of the company. I remind you that the experience that you provide the customer could make or break their relationship with the company. Even if parts of the process are broken, even waiting a long time, even if the customer is upset about some aspect of the company, customer facing experience is a big thing that can bring a lot of changes. You have the opportunity to save on the emotional bank account customers and make customers happy, coming back, and referring friends.
3. Your emotional genius. Doing so is good customer service requires a high emotional intelligence. In fact, in your work, EQ is very important - and often more important - than IQ. The next thing to note - in a people-oriented position that gives you the unique opportunity to practice and refine skills EQ. This will help in every relationship you have in life. As you become better at the job, your life will be better. This is a bonus!
4. Customers are not always right. I know you probably get a little card from the corporate office that they are, but I tell you what you already know to be true. They are not always right. Sometimes they are wrong, evil, lying, and annoying you. But being right or wrong is not the point. Your job is to be a skilled, even if they are wrong, angry, nasty or just having a bad day, you have the ability to turn a bad situation into a better situation. A skilled customer high like a magician, able to transform and diffuse difficult situations into better.
5. You work in the performing arts. Service is not like manufacturing. Can not be made ahead of time and placed on the shelf. Happens in the moment, when needed, and all about performance. This is what makes you the performer. Just like an actor (or a public speaker or trainer) there are certain days where you do not feel up to it and act "as if" you were. This is a good training ground for you. Rehearse and visualize the job to help you prepare for a great performance every time. Think of yourself as an artist growing.
6. You work under pressure, but the amount of stress you take home each day is up to you. How do you see your job as important as how to do your job. If you allow yourself to dramatize, defensive, and take everything personally, you are in for a tough time. Your body reacts to the perception of danger by instinct to fight or flee - both involve substances that stress can damage your body. You have the power to change your circumstances - including your job. Find a "frame" the less stressful and more enjoyable.
7. You have the opportunity to make the world a better place every day. Do you handle 10 or 200 customers a day, you have the power to create positive experiences with all of them. When you make a best effort to add genuine concern and respect in every interaction, you put positive energy. When a customer leaves the interaction with you, the feeling of comfort, they will share that positive emotion. Emotions are contagious - both negative and positive.
You have the power to spread positivity and making the world a better place to live. We all know the importance of these contributions at this time. Take it seriously and you can make a serious difference in the lives of your customers and everyone associated with them. Allow yourself to see the ripple of good intentions and your presence in the world. Spread happiness and respect, and you will feel energized and build your health. Optimists live seven to nine years longer than pessimists.
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