Seven Deadly Sins of a Customer Service Professional

Seven Deadly Sins of a Customer Service Professional.

In today’s competitive world, customer service industry seems the easiest and lucrative job option for youth from all the strata of the society. Call-center Jobs or Customer support jobs are available in abundance, without any specific pre-requisite in terms of experience.

However handling different expectations of customers throughout the day across the table or over the phone is not as easy as it seems.

Shortage of time for proper training and practice can lead a willing employee towards stressful or irrational exit.

This article puts light on the basic yet critical aspects of Customer Service. Taking care of these important do-nots can help a customer care professional sustain and grow in this challenging industry. This should help recognize ways to revive approach to work, reduce stress, make life easy and pleasant, and most importantly – putting the organization one step above the competition.

Seven Deadly Sins of a Customer Service Professional.

Anxiety
Policy Barriers
Indifferent Attitude
Apathy
Unaccountability
Rigidity
Inability

Anxiety – The root meaning of the word anxiety is ‘to vex or trouble’; in either the absence or presence of psychological stress. Anxiety can create feelings of fear, worry, uneasiness and dread, resulting in a loss of potential performance. So put the feeling down the drain. Instead, be cheerful. When you answer the phone, the customer should be able to hear a smile in your voice. The service associate gives his/her name, thanks the customer for calling and then asks as to what he/she can do for the customer. Maintain a cheerful demeanor throughout the call.

Policy Barriers – Customers want to hear “Yes” when they ask you for something.

But, how many times do you say “No” to your customers? Perhaps you hide behind policies and procedures. Do you really think that it feels better when your customers hear, “No, sorry it’s our policy…?”

But obviously you can’t say “Yes” every time your customers ask for something.

So how do you know when to say “Yes” without it becoming a problem? Put it through a very simple filter. If it isn’t illegal, immoral or unethical, say “YES.”

Even if you can’t say, “YES,” don’t say “No.” You can stop, take a breath and say, “Let me see what I can do.” Then do something: find a way around the issue, call a supervisor , be creative , show the customer that you are doing everything possible to accommodate them.

When you say “YES!” you are showing your customer that you value their business and that you care about their best interests.

Indifferent Attitude – Everyone wants to do business with nice, pleasant people. Seems simple, right? But sometimes the simplest of things are the hardest to accomplish. Having to deal with the realities of life, like traffic, arguments or illness, can make being pleasant seem impossible. However, making a point of warmly greeting your customers on the phone or in person can have an amazing impact on the success of your business. Everyone (from the janitor to the CEO) should greet customers warmly. Affability is everyone’s responsibility. This will help ensure your customers get the good treatment they deserve.

Apathy – Apathy shows that you are not actually involved in helping the customer. It proves your indifference. Furthermore, it makes all your sweet words only a formality. This is not what the customer feels happy about.Listen to what the customer has to say and then let him know that you understand his situation. Empathize with the customer by telling him how you would feel if you were in his situation. This will help the customer believe that you are on his side, and that you are going to work to offer a fair solution.

Unaccountability – Take ownership of your customer’s needs and issues. Let them know that you will do what it takes to make them happy. If there is a problem, be the one who gets it resolved, even if you are not the one who created the problem. See it through till it is resolved. When other people need to be involved, you should still follow-up to make sure that the problem is resolved successfully.

Rigidity – Your customers’ desires are constantly changing. Make sure that you keep up to those changing expectations. Adaptability is essential. Don’t just wait for their requests. Talk to them, ask them about their experience doing business with you. Find out as to what they like about your business? What do they dislike? Then give them what they want.

More than keeping up to it, it is great if you try to exceed your customers’ expectations. Another interesting point is that, As you always provide something exceptional, the customers will grow to expect it, and it ceases to be exceptional. When ‘exceptional’ becomes ‘normal’, it is important for you to figure out new ways to surprise and delight them.

Inability – If you do all the things described above successfully, customers will be far more willing to accept that you are not perfect. But this doesn’t mean that you don’t have to strive for continuous improvement.

Your customers are getting more and more knowledgeable. The internet has made it easy for them to gain expertise. You need to do as much research as they do. More than ever, you need to be an expert about your products and services. Take 15 minutes out of your day and learn something new. Read what your customers read. Find out what others are saying about your products and services. It is useful to learn about your competition.

You can truly set yourself the growing market weather when you strive for more knowledge and expertise every day.

Focusing on what is important to your customers allows you to truly set yourself apart from your competition.

By Basheer Kazi
Twitter – @basheerkazi
Blog – basheerkazi.wordpress.com