Customer Service – Having the Right Attitude

 

Many a time you will come across those annoying customers that just make you want to grind your teeth.  It’s important to keep a level head and keep your tone of voice, soft, low and gentle.  This will make them stop to listen to you and it will be soothing to their ears.  It could be that they have had a bad day and your the unlucky one that they dump on.  It could be they really do have a legitimate complaint about your product and you need to listen to them and assure them that you will do everything in your power to resolve this issue.  It makes them trust and believe in you as a customer service rep.  If you find that you cannot resolve the issue, then you let your customer know that you will find someone who can.  You must promise to call or notify them of the progress within 2-3 days, depending if there are any holidays then give it 7-10 days and explain WHY it will take longer (boss is on holidays, we don’t work this weekend because of these holidays and so on.)  In the future your customers will appreciate your honesty, don’t tell them you’ll get back to them in 24 hours and then you don’t.  The next representative will not only get an earfull but the customer will demand a manager and be told he still has to wait yet again, another few days for a resolution to his problem.  This leaves him unhappy, frustrated and sick of your service!  You want your customers to be happy and content.  The number one way of selling something is by word of mouth.  One happy customer means 10.  If those 10 customers are happy then this will eventually work out to over 100 customers and so on.  It may take everything you have to hold your tongue, especially if the customer is being abusive to you. But you can do it, if you put your mind to it. Never try to change the subject either, resolve each issue one at a time and if you can offer any type of credit, to appease them, then do so!