Keep The Customer In Your Sites
Sometimes we get so caught up in making a living that we forget what life is all about: helping and sharing with people..
And it is this – to help people – upon which customer
service is based. That’s why the art of customer service is the greatest
profession in the world.
We’re in the people business, and we’re only successful if our customers are
happy and satisfied with our services. This is because a professional
customer service individual comes to work for one reason and one reason
only: to be of service to the customer. It’s impossible for a successful
customer service professional not to be successful at helping others.
And considering the state of current affairs, customer service performers
are in a unique position to help the lives of the customers they touch – and
the health of the nation’s economy. Now, more than ever, our customers need
our help – not only from the benefits resulting from our products and
services, but from the strategies, knowledge, expertise and the empathy we
can share.
As a professional customer service performer, however, when you contemplate
negative possibilities, consider your opportunity – and your obligation – to
help minimize these potential negative effects. We will all encounter
customers who are fearful. You must ease your customer’s fear, uncertainties
and doubts, and help them understand that you and your company are there to
restore their comfort.
As a professional CSP, you know that understanding a customer’s fear,
uncertainties and doubts and successfully easing them can be a major
challenge. What’s the best way to handle general apprehensions your
customers have?
First and foremost, put yourself in their position. Before making any
recommendations or offering any suggestions, ask yourself, “How would I want
to be treated if I called a heating and air conditioning company?” “What
would I need?” “What would I want to hear?” “What would I be grateful for?”
“What would I, as an expert in being helpful, know to expect or request?”
Spending even a few seconds prior to each customer contact to get truly
focused on being of service to the customer can make all the difference.
Second, if you haven’t been doing so already, I strongly suggest that you
become a friend to your customers, as much as possible, in concert with
being a professional CSP. Realize that common concerns may now be more
urgent, traditionally “little” things may become gigantic roadblocks if not
handled appropriately. Being a friend and being a customer service
professional share many similarities, most notably the desire to help our
“friends” solve their problems or challenges. Handle these “little” things
with empathy, care and compassion, and put in a little extra effort for your
customers.
And finally, learn the most valuable skill of customer service: the skill of
listening. Good customer service professionals are good listeners. Be aware
that many of the concerns your customers share might just be venting steam.
Perhaps you’re the person who can provide the outlet to let them just
express their feelings. Remain cognizant of this and resist the temptation
most salespeople succumb to: the temptation to immediately talk and to
become a problem solver. One of the most rewarding truths is that it really
is possible in the same moment to be both a professional CSP to your
customer and friend.
As a professional customer service performer, be helping your customer with
absolute dedication and integrity, you’re giving back to your customers, who
benefit directly from your knowledge, expertise, effort and empathy. And
just as important, in your role as a professional CSP, you’re doing all that
you can to help your customers be comfortable, healthy and safe in their
home.
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