Ah, the busy holiday season is upon us. Whether you’re working in the retail or service industry, it is simple to lose sight of the big picture – the reason for your job – the customers! Busy schedules, extended work hours and family gatherings can be hard to balance. So how do you manage it all and keep your patience when dealing with the not-so-happy people? Here are a few tips:
- Remember it’s not personal.
Really! The huff and puff of the unhappy, unsatisfied customer is merely a façade. Do they need help? Of course! Will one resolved “crisis” fix all their issues? Probably not! But what if, for one moment, the next service person they dealt with said, “I can help you with that!” A positive experience—a friendly smile or a cheerful greeting that they’d yet to experience for who knows how long—well that could make all the difference.
- Remember your company’s values.
There are some call centers whose goal is to get you quickly through their phone queue and move on to the next customer. However, not every company has the same values. There are those that pride themselves on a one-call solution, leaving the caller feeling satisfied, appreciated and happy. Regardless of the customer’s attitude, it’s important to keep in mind your goals & objectives. Do your part to end the conversation with a content customer who had all their concerns addressed in a courteous manner.
- Follow through on what you offer.
The key to success with any relationship is trust. Your customer needs to know you didn’t just tell them what they wanted to hear—so no empty promises! You are a representative of your company. Let them know your company is one they can trust.
Every caller, every customer, every person—matters! This holiday season, whether you are the customer or providing customer service, make the effort to extend a smile or a pleasantry. Sometimes it’s the little things that makes the experience a little bit more merry and bright!