I cannot count the amount of times I have been asked on a customer service training course "how am I going to make a difference? I am just doing my job, management do not even notice". Well the fact is that yes, this may be a means to an end for you until you finish writing your book or saving for a house but the truth is you are also here because you care. I know that it can be difficult to keep upbeat and energised throughout your month, week or day but as customer service training courses will tell you, even though you do not know the customer, excellent customer service will make a difference in their lives for that day, week or month
As a customer service provider you may have a wave of different emotions throughout your workday, such as
- The Brush Off. When you say "sorry but that is not my problem" or "I will just put you on hold" either you take ages getting back to them or worse still forgetting about them. As drastic as this sounds I assure you as a customer service trainer I have seen many examples of this throughout customer service training courses.
- It is your responsibility to respond appropriately and effectively so that they can get to where the need to be, and your job is to help them get there as effectively and efficiently as you can.
- Coldness. You find yourself saying "what do they expect any way if they want friendly go to a cash machine"
- There is no need to be cold. A little warmth goes a long way. Simply tell them that you have them covered and you understand. Customer service training companies will stress to remember that this is someone's mother, father, sister or grandparent.
- Condescending. You have told them straight out that you have already told them 3 times.
- Remember that people are people and should be treated with respect as they have come to you looking for help; they are putting their trust and time in your hands. Remind them that they are more than a number on the screen. They are top of your priority list
- Robot Attitude. I have heard one I have heard them all.
- Remind yourself that each call is a new person, with a new query, remember that you are some one that is there to help some one else. Even though you may have heard the exact same question 20 times that day, it s only the first time they have asked it.
- Rule Book. You remind the customer that you have already told them that it is not in your policy. Full stop.
- Trainers on customer service training courses realise that you may be dealing with policies that are beyond your control. However this does not meant that the customer service representative should throw the book at them but rather tell the customer what they can do and what the benefits would be.