Part 2 starts now….
Calling Customer Service
The Other Side of The Line
In May of 2014 the Bureau of labor statistics listed an employment rate of 2, 511,130 in the customer service field. I am willing to bet that only 30-35% of the people employed in these positions are more than happy to assist customers while the others are just like….”Hey, it’s a job.” While this may be true, I say to you- Find a job that fits you! There are many reasons for this however I’ll just touch base on the fact that if you are not a people person do not apply for positions where you have to provide customer service.
I recently called Enterprise rental car for some customer service due to a technical error on their site. I was polite of course because I really needed to get this rental book. I’ll spare you the details however her customer service was like, “heard it all before” “there is no one else you can speak to” and then tells me “Your call ends with me”…..WHAT! Talk about coming through the phone…Ugh, I was livid!
First off:
We all have bad days, I get it, however if you feeling a certain type of way while at work, take a break (most people are provided a 30 minute PAID break), go get some coffee, it’s free in the break room or just simply take a walk. Whatever you do don’t cast your troubles over the line to someone who is simply trying to do the same thing you would if the problem was on your end. Customers call frustrated all the time but as a professional that’s getting paid, it’s your responsibility to provide customers with the service they need in a respectable manner. Keep in mind the customers are the reason you’re there!
Secondly:
Leave your personal problems at home:
When your personal life is out of order no matter how much you may try to deny this, it affects every aspect of your life including WORK. We all know the type….they walk in without a smile, they don’t speak to those around them and they definitely did not come to work to assist. Exercise control in your life, find balance! Maybe take some time off and do what makes you happy. Return to work with a “Can Do” attitude. Your day is what you make it!
3rd:
Stay Focused!
It’s always that one customer service employee that comes to work to get on everybody nerves (so it seems). Some people can handle them while others just can’t take the distraction. Stay focused on the job at hand. Don’t allow petty folks to distract you from doing what you’re getting paid to do. At times customer service issues require a team effort and if you can’t get along with coworkers, the job doesn’t get done and if the job doesn’t get done you’ve now created more problems. Avoid repetitive attitudes and calls from customers by working together to get issues resolved. A happy customer makes a happy C.S.R!
My 4th point:
Know your Stuff!
If you are a customer service representative know your product or service. Nothing is worse than speaking to a customer service rep that doesn’t have a clue about what’s going on. Situations like this almost always turns bad because once the customer picks up on the fact that you are clueless; most will proceed to verbally chopping your head off. Now no one deserves to be humiliated over the phone however you can imagine the level of frustration when you have waited over 10 minutes for someone to pick up and they know NOTHING. Stay up on your training's, read up on ways to provide the best support for the customer. Keep the drama to a minimum by staying informed! Know your stuff.
My final point:
Ok, so you’ve heard it all before! That’s fine, most customer service representative take the same type of calls every day. This does not mean you treat every customer the same! Every customer is a paying customer…treat them like one. Just because Tim is calling in about an issue that you just assisted Tom with doesn’t mean you should not listen to Tom. Pay total attention to customers and exceed their expectations. This type of attitude leads to a great experience for both you and the customer. To often custom service representatives get in the habit of repeating their selves so they answer the phone in a dry and uninterested tone and wonder why the caller has an attitude. Check your attitude first! You’re the professional take control of the call and lead by example.
Not every call will be a good call but you can improve the quality of YOUR interactions by doing the best with what you have control over which is your ATTITUDE. Have patience with people, be attentive and more importantly provide the type of service that you would expect to receive.
Thanks for reading my 2 Part Series: Calling Customer Service, The other side of the Line.
Stay Tuned for more series….The Topics will be Hard Knock! I will keep you posted my friends.
Peace, Lala
Credits: http://www.bls.gov/oes/current/oes434051.htm
Calling Customer Service
The Other Side of The Line
In May of 2014 the Bureau of labor statistics listed an employment rate of 2, 511,130 in the customer service field. I am willing to bet that only 30-35% of the people employed in these positions are more than happy to assist customers while the others are just like….”Hey, it’s a job.” While this may be true, I say to you- Find a job that fits you! There are many reasons for this however I’ll just touch base on the fact that if you are not a people person do not apply for positions where you have to provide customer service.
I recently called Enterprise rental car for some customer service due to a technical error on their site. I was polite of course because I really needed to get this rental book. I’ll spare you the details however her customer service was like, “heard it all before” “there is no one else you can speak to” and then tells me “Your call ends with me”…..WHAT! Talk about coming through the phone…Ugh, I was livid!
First off:
We all have bad days, I get it, however if you feeling a certain type of way while at work, take a break (most people are provided a 30 minute PAID break), go get some coffee, it’s free in the break room or just simply take a walk. Whatever you do don’t cast your troubles over the line to someone who is simply trying to do the same thing you would if the problem was on your end. Customers call frustrated all the time but as a professional that’s getting paid, it’s your responsibility to provide customers with the service they need in a respectable manner. Keep in mind the customers are the reason you’re there!
Secondly:
Leave your personal problems at home:
When your personal life is out of order no matter how much you may try to deny this, it affects every aspect of your life including WORK. We all know the type….they walk in without a smile, they don’t speak to those around them and they definitely did not come to work to assist. Exercise control in your life, find balance! Maybe take some time off and do what makes you happy. Return to work with a “Can Do” attitude. Your day is what you make it!
3rd:
Stay Focused!
It’s always that one customer service employee that comes to work to get on everybody nerves (so it seems). Some people can handle them while others just can’t take the distraction. Stay focused on the job at hand. Don’t allow petty folks to distract you from doing what you’re getting paid to do. At times customer service issues require a team effort and if you can’t get along with coworkers, the job doesn’t get done and if the job doesn’t get done you’ve now created more problems. Avoid repetitive attitudes and calls from customers by working together to get issues resolved. A happy customer makes a happy C.S.R!
My 4th point:
Know your Stuff!
If you are a customer service representative know your product or service. Nothing is worse than speaking to a customer service rep that doesn’t have a clue about what’s going on. Situations like this almost always turns bad because once the customer picks up on the fact that you are clueless; most will proceed to verbally chopping your head off. Now no one deserves to be humiliated over the phone however you can imagine the level of frustration when you have waited over 10 minutes for someone to pick up and they know NOTHING. Stay up on your training's, read up on ways to provide the best support for the customer. Keep the drama to a minimum by staying informed! Know your stuff.
My final point:
Ok, so you’ve heard it all before! That’s fine, most customer service representative take the same type of calls every day. This does not mean you treat every customer the same! Every customer is a paying customer…treat them like one. Just because Tim is calling in about an issue that you just assisted Tom with doesn’t mean you should not listen to Tom. Pay total attention to customers and exceed their expectations. This type of attitude leads to a great experience for both you and the customer. To often custom service representatives get in the habit of repeating their selves so they answer the phone in a dry and uninterested tone and wonder why the caller has an attitude. Check your attitude first! You’re the professional take control of the call and lead by example.
Not every call will be a good call but you can improve the quality of YOUR interactions by doing the best with what you have control over which is your ATTITUDE. Have patience with people, be attentive and more importantly provide the type of service that you would expect to receive.
Thanks for reading my 2 Part Series: Calling Customer Service, The other side of the Line.
Stay Tuned for more series….The Topics will be Hard Knock! I will keep you posted my friends.
Peace, Lala
Credits: http://www.bls.gov/oes/current/oes434051.htm
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I look forward to your replies, Thanks again!