Many customer service training programs forget to teach the basics: kindness, empathy, positivity and courtesy. Most importantly, they forget to explain how their customers are different from the people who run the businesses they’re working for.
People who work in customer service need to understand and relate to the customers who come through their door.
According to companies like
Salesforce, if you’re a customer service representative, you’re going to come into contact with hundreds, if not thousands of people every day. Your job is to make the lives of these people a little easier, a lot easier. You need to have compassion and understanding for them.
Here’s how to think about your customers:
- How are you different from other people?
To be a successful customer service representative, you need to understand that you are not a unique person.
When a client calls to set up a delivery, they are not your exclusive client, even though they probably want the best delivery service. Most businesses make you feel like they are, and many times the customer service representative wants you to feel this way, too. The question to ask yourself is: What does it mean for me to be different? This question could mean doing the following things: 1. When people call or stop by, try to figure out what their problem is. Some people may have a pressing issue, and they just need to talk to you about it. In this situation, it is perfectly acceptable to let them know you will help them. 2. Ask the customer about their problem. Sometimes you just have to ask what their issue is and try to solve it for them. But it is important that you do so. You don’t want to be the reason they end up feeling bad about themselves. 3. Keep your attitude. Be respectful and courteous. People appreciate being treated with respect and you don’t want to seem rude. Always put people in their place, or make them feel stupid for trying to do something that they know they shouldn’t be able to do. 4. Give the business and the customer time to deal with the problem. Sometimes it takes some time before a customer is comfortable being comfortable in front of you and is able to open up with you. But by giving it time, you are giving your customers the chance to sort things out. Sometimes it takes a few days to open up a customer’s eyes to how important quality is. Sometimes it takes months, sometimes a year. At least it takes the company time to fix the problem, you don’t have to wait for that. So give them time and open up with you and let them know.Avoid the “Do What I Want You To Do” mentality. If a customer gives you an order to meet, but if you can’t meet their request, you are not doing your job correctly. The customer can change the way they want to interact with you. If they don’t want to deal with you in a certain way, they will just not do business with you.