In customer service, there’s three key factors that will affect customer service. The first factor is the customer, the second is the customer service representative, and the third is the leadership/work environment.
Let’s focus in on the first factor: the customer and their responsibility.
We’re all consumers and just to be clear we all play a huge part of customer service. I know, you’re paying somebody to do a service so you shouldn’t have any part of it… but you do. We all love great customer service. There are three things we can do to ensure we are giving that representative every chance to provide exceptional customer service.
- Have Manners
This goes back to when we were little boys and girls learning to say please and thank you. I don’t necessarily understand where our society has lost the sight of manners. Being polite to the representative, will allow them to feel obligated to reciprocate the action. It’s amazing that by using simple phrases such as, “How is your day going” or “I hope you are having a wonderful day” can completely change the mood of the conversation.
- Have Patience
They say patience is a virtue and I could not agree more. I myself have found myself angry will someone who is trying to help me because I waited until the last minute. If there is something that you need, please do not wait to the last minute and if you do please understand that just because it’s an emergency on your end does not mean it is an emergency on the customer service representative’s end. Representatives are not getting paid to jump through hoops for you. Not saying that it is a bad thing for a rep to jump through hoops for a customer. If you treat them with respect and you have patience with them, there is a good chance that they will jump through the necessary hoops.
- Be Understanding
Understand that it may not always work out in your favor. If you expect to get things for free or at a discounted rate, you are setting that representative up to disappoint you. You must understand that the business needs to make a profit in order to stay in business.
By doing these 3 simple steps you are allowing that representative to provide the best service. If you are in the middle of the transaction and are getting poor customer service, please take a look at your actions, tone, and words to evaluate if you are the problem.