In the world of customer service, communication, body language, listening skills, and facial expressions convey a great deal about how we want to help a person. Organizations invest significantly in training employees, yet some don’t always retain all aspects of the training. Customer service is simple. When we think about it, the art of customer service can be summarized by saying, “treat others just as we want to be treated.”
Treat Others Just as You Want to be Treated!
Customer service does not have to be a series of instructions. We already have the skills we need to be a great customer service representative. Consider this: when we exhibit kindness, care, compassion, patience, and respect, we have demonstrated a perfect model for customer service! Jesus said in Luke 6: 31, “treat others just as you want to be treated.”
Turning Adversity into Opportunity
When an unhappy customer comes in and expresses their frustration on an individual, it is imperative to recognize that they are not upset with the customer service representative; they are upset with being inconvenienced. Often, the problem has occurred due to miscommunication or an issue that can be remedied quickly. The customer wants someone to listen to their concern and resolve the issue. It is important to remember that the customer service representative is an extension of the company. Adverse situations can be transformed into opportunities to foster customer loyalty by adhering to the principle of “treating others just as we want to be treated.”
Acknowledge and Listen to the Customer!
Empathy, sincerity, and an apology can quickly shift a customer's mindset. By placing ourselves in their position, we gain a different perspective. The customer wants someone to see and understand their point of view and when the representative does this, the customer gets the satisfaction they are wanting and needing. Also, maintaining a positive tone, sustaining eye contact, using proper body language, actively listening, and summarizing the problem or issue back to the customer all signal that their concerns are heard and acknowledged.
Transparency and Honesty
Working with the customer is key in identifying a solution. Equally important is transparency and honesty. Many problems arise when a representative provides inaccurate information or promises the customer something they cannot deliver. This can further infuriate the customer and make matters worse. No matter what the situation is, honesty from a customer service representative says a great deal about the person and the organization.
I am Always Glad to Help You!
In my experience, when faced with a challenging situation, I implemented these principles and 95% of customers left with a renewed perspective of both me and the company. It is also interesting to note that many would apologize for their outbursts. This is another opportunity to reinforce my commitment to them by saving, “I completely understand. I would have been upset as well. Always feel free to come to me. I am always glad to help you.”
Kindness, Care, Compassion, Patience & Respect
Consider this: Kindness is “the quality of being generous and helpful.” Care is love that provides the things a person needs. Compassion is a sympathetic action shown to others. Patience is “the ability to wait, or to continue doing something despite difficulties,” and Respect is “admiration felt or shown for someone.” When we demonstrate each of these characteristics, we are treating others the way we want to be treated, offering an unparalleled customer service experience!