Customer service jobs are not for everyone. They come with a variety of challenges and require a certain type of person to excel in a career like this one.
It can be hard to manage back-to-back phone calls, especially when you don’t know what kind of customer you’re going to get on the other end. A career in customer service can be a rewarding one for the right individuals.
The main skill you’ll need to perfect to be exceptional at customer service is patience. You will come across customers that are rude to you and won’t let you talk. These customers might have the mindset that they’re always right and you have no choice but to give them everything they’re asking for. Then you’ll have those customers who make it clear they look down on you for being in the position you’re in, and they might even be degrading at times.
It can be easy to let a difficult customer get under your skin. At the end of the day though, those customers don’t know you and they’re likely not even upset with you, they’re upset with the situation. Sometimes just letting them vent and being patient and empathetic to what they’re saying is the key to turning the phone call around.
Learn Helpful Skills
If you want to be good at your job, you don’t have to stop perfecting your skills when you clock out of work at the end of the day. If your customer service job is where you want to be in the next five to ten years, then keep the focus on how to excel in your role.
ELearning authoring tools can be great for perfecting your skills when you’re not in the office. There are other courses online you can take, even free ones, to work on your skills even more. If you’re looking for advancement, you can plan and start working on learning the skills you’d need for the next step up.
Put a Human Touch on Everything
People call customer service when they need help with something. They could be frustrated with whatever is going on, and they may just need someone kind to help them get through this situation. It can be easy to get frustrated right back, but this is one way to make the call take a turn for the worse.
Take a step back and put yourself in their shoes. Let them know you’re only human too and you’re sorry for what they’re going through, even if you weren’t the one to cause the frustration to begin with. Let them know you understand why they might be upset and how you would likely be upset too if you were in their situation. Putting a human touch on it can make them realize you’re not just a voice at the other end of the phone, you’re a person just like they are.
Focus on What You Can Do for the Customer
Another way to make the call a better one is by focusing on what you’re able to do to assist the customer. It’s never a good idea to tell them you can’t help them with a certain situation. Even if there’s very little you can do to help, focus on the things that are in your control.
Try putting a positive spin on a negative situation and focus on what you’re doing to try and make their situation right. Show your customers that you appreciate them and that the company is taking responsibility for their problem and you want to make it right.
Lastly, you want to be attentive. This means you want to make the customer your main focus. Don’t become distracted when they’re talking, because the last thing you want is for your mind to wander when the customer is telling you something important. If you’re feeling rushed, take a moment to slow down and listen to what your customer is saying. Being a good listener is a skill that you practice with friends and family members so you can become better at it.