Customer Service - How you can Make the Difference

I cannot count the amount of times I have been asked as a customer service trainer “how am I going to make a difference? I am just doing my job, the management do not even notice”. Well the fact is that yes, this may be a means to an end for you until you finish writing your book or saving for a house but the truth is you are also here because you care.

I know that it can be difficult to keep upbeat and energised throughout your month, week or day but as customer service training courses will tell you it is that even though you do not know the customer, excellent customer service will make a difference in their lives for tat day, week or month. What comes around goes around.

As a customer service provider you may have a wave of different emotions throughout your workday, such as

1. The Brush Off. When you say “sorry but that is not my problem” or “I will just put you on hold” either you take years getting back to them or forget about them. As drastic as this sounds I assure you as a customer service trainer I have seen many examples of this throughout courses.
• It is your responsibility to respond appropriately and effectively so that they can get to where the need to be.
2. Coldness. You find yourself saying “what do they expect any way if they want friendly go to a cash machine”
• There is no need to be cold. A little warmth goes a long way. Simply tell them that you have them covered and you understand. Customer service skills providers will stress to remember that this is someone’s mother, father, sister or grandparent.
3. Condescending. You have told them straight out that you have already told them 3 times.
• Remember that people are people and should be treated with respect s they have come to you looking for help; they are putting their trust and time in your hands. Remind them that they are more than a number on the screen.
4. Robot Attitude. I have heard one I have heard them all.
• Remind yourself that each call is a new person, with a new query, remember that you are some one that is there to help some one else.
5. Rule Book. You remind the customer that you have already told them that it is not in your policy. Full stop.
• Customer service trainers realise that dealing with policies that are beyond your control but will remind the telecommunicater not to throw the book at them but rather to what they want and why and what their benefits would be.
6.  The Run-around. You are telling the customer that this is not within your department.
• Try to find solutions, go beyond the expected and if you have to send them to another company that’s ok too because they will respect your honesty and that you took the time to help.

Over time the can not do attitude will leave you and your customer tires and miserable with neither of you being satisfied. Customer service skills courses will inform you that this will leave you unhappy and stressed in the long run. The reason that you are doing this is because you care so now all you need is the necessary skills to help you develop your customer service, which will consequently allow for better satisfied, loyal customers.