Without this attitude, it becomes impossible to help in any
In most cases ends up making the Customer feel as if "you
have done them a favor" which is, as we know, not at all what
makes a Customer come back and ask for us by name.
If your attitude is right, read on.
Let's look at a 4 things you can do that will give you control,
confidence and success in dealing with Customer Service issues.
1st. Do not become fearful.
It is easy to see why some personnel feel as if they must solve
every issue, perfectly. It does not happen that way at all. In
fact, many times you only handle the most urgent or most
troublesome issues. The best CSPs know this and do not try to
"solve" every issue. What they do, is offer alternatives. When
you try to solve every issue and deal with everything that comes
your way, it has a tendency to make you hesitant and fearful
after awhile because you have found that you cannot handle every
situation. Once you have lost that confidence, it's all over.
Like a Popsicle on a hot sidewalk, you just melt away.
The goal is to have several alternatives that you can offer. In
some cases it may not address the entire situation. What it does
though, is give the Customer a chance to make a decision based
on their interests.
For example, your Customer calls you and says that the billing
on your current invoice is incorrect, and in fact they had made
a change on their account last month to change a feature that
they felt they no longer needed. You take the call, acknowledge
their frustration about making the call, and tell them something
like this. "Mr. or Mrs. Customer, I see where you made the
change on your account last month. I would like to take a minute
and point out that you have had this feature for the past 3
years and although I can certainly remove it, I would be remiss
if I did not let you know that by removing this feature you
would actually be increasing your costs by not taking advantage
of the discount this feature provides. Would you still like me
to remove it?" The decision is the Customers and you have given
them an alternative.
It is simple to say and the choice remains with the Customer.
The very action of providing an alternative gives the Customer
the service they are asking for. And you remain a valuable
resource to them. So, don't become fearful, become "Alternative
Driven!" and watch your Customers respond with loyalty and
2nd. Think of ways around it.
There is always something you can do. Sometimes it's as simple
as telling your Customer that you will follow up with them in 1
week, personally, and then doing it. Sometimes you will have to
make changes in an account status, give a discount, send a gift
package, change an order status, provide an expedited delivery
date, have someone deliver something, order a new one, provide a
loaner service, call the manufacturer and then call the Customer
back, have the Customer meet with a senior manager or CSR, make
arrangements for a demonstration and whatever else you have in
your toolbox to take care of your Customers. Here is the real
Most of you don't. You want someone else to make a decision.
Don't wait. Make a decision and follow it through. It's not your
reputation here, it's the COMPANY'S!
You are acting on behalf of and in the name of your COMPANY!
They are counting on you to help their CUSTOMER! YOUR CUSTOMER!
The one person they are in existence to provide goods or
services to. And by you not reaching into your toolbox and
pulling out a solution, you are sabotaging the effort! If you
don't have the authority, find out HOW you can get it! Do that
by demonstrating that you want the authority to handle the
situation. Then, use the tools you have to handle the situation.
Don't get caught up in worrying about making a mistake. It's
better to make a mistake in handling the interests of the
CUSTOMER than doing nothing.
3rd. Think Practically.
It's a matter of common sense. Yours! You have to think in terms
of what is best for the Customer and how you can best accomplish
it. I like to do of this by applying a 3 step process.
A. Does it provide a solution or service that requires a minimum
of effort and fuss by the Customer?
B. Can it be accomplished in the time frame required by the
C. Can you implement it? Immediately! (if not sooner)
Your goal is to provide a service solution which is seamless and
smooth. Think of it as giving a present to someone in a package
that is attractive to look at and contains something they want
or need. Now make the package easy to open and filled with
goodies. Lastly, make the present easy to use and returnable.
Every time you provide a solution or service, think of it a
giving a present.
4th. Think Patience.
Real Patience comes from you allowing your Customer to tell you
what is going on in their own time! All too often we get caught
up in providing the solution or service in OUR TIME not in the
CUSTOMERS! You might start by practicing active listening
skills. This skill requires you to be quiet, turn off your
judgments, pay attention and stop texting, e-mailing and talking
to someone else. By practicing these "moments of patience" you
can actually begin to listen and hear what is really going on.
Then you can take a minute and think "How would I want this
situation handled?" and "How does my CUSTOMER want this
situation handled?" Focus on the Customer 1st and yourself
You can also ask "How long would I want my Mom to wait in this
situation?" or "How long would I want my Grandparents to wait in
this situation?" These are easy questions to ask and sometimes
difficult to answer.
By taking the time to listen first and act second, more often
than not, you get it done right the first time and provide your
Customer with the solution or service they really need.
If you follow these simple steps, you can have control over the
situation, confidence that you can handle anything that comes
your way and success in applying these steps in your Customer
About the Author