In the service industry handling customer service requests there is truly never a dull moment. With a mixed bag of complaints and accomplishments, every day brings new challenges and cheer.
The joy of helping someone at another end the best possible way and working to ease the process is a great motivator. However, the flip side is the unexpected escalations that can derail even the most balanced performers.
Unhappy customers can be irritated bothersome indifferent downright rude, insulting begin name-calling, and can threaten as well. It certainly takes a great amount of emotional intelligence to know it’s not about you and not internalize it and work out an amicable solution.
In our busy life and living, every work problem is measured by the ability to find solutions. Technology is driven into the equation, research analytics and statistical data crunching become the fulcrum of deductions & resolutions.
Yet somewhere there exists a gap which we miss out often.
We forget that the problems we are finding resolutions for are customers who are unique Each with different needs and expectations. Simply put technical knowledge and expertise cannot create a successful business model that can be sustained.
We need to be able to recognize and identify the people who have the ability to bridge the gaps for seamless and effective process delivery.
Take for instance a service-oriented company that must never undermine the importance of great customer service strategy. So hiring the right people for the job with the requisite skills is necessary. But even more so is training them to be able to bring their authentic voice to create a great customer experience in every call. This can change the way customers perceive the company’s products and services as well.
Although it must be added that such an approach must be consistent across all levels of interaction with the company.
Art of turning down what you cannot fulfill.
There is a profound saying ” Don’t bite more than you chew”
Valuable learning to be applied from here is never over-commit and then fail to fulfill it. In the service industry, there are situations where a request from a customer cannot be fulfilled for whatsoever reason and must be turned down. It is of utmost importance to be able to say no, but also suggest alternatives with empathy and consideration of the difficulty faced by the customer and acknowledge without over-commitment on what cannot be fulfilled.
In customer service like in life, our knowledge alone is never enough. What is important is what we do with it and how we show we care that makes the job well done.