longlegzs80 Posted January 23, 2004 Share Posted January 23, 2004 I work in customer service now hopefully only for just a short amount of time, but I was wondering how I can be a great customer service specialist. I know the smiling thing, and being friendly etc. But sometimes when people are just plain rude to me, I can't help but get rude back or speak up at least. I used to be able to be fine with talking to people and good, but with this job, it has just gone down hill and with me being so eagar to get into my field and totally hating this customer service job, it really shows. And I just can't help it. But I want to improve on my people skills. So what do you recommend? The reason I am doing this job is for the interaction with customers and speaking to them since I will have to do alot of speaking with clients when I get into the field. So, I want to prepare myself and be good with customers. And many of them are nice and friendly, and I am that way to them, but when something don't go right and people are just rude when you just ask them a question or overcharge them, they get nasty, therfore, I get defensive. Link to post Share on other sites
dyermaker Posted January 23, 2004 Share Posted January 23, 2004 Don't patronize us. Give us the benefit of the doubt, even if we are wrong--If this is the case, make your correction a discovery, not an assertion. Also, while smiling is good, smiley people piss me off, it comes off as artificial. I'm sure everyone will agree they'd rather have someone who resolved their issue than someone who asked nicely how one's day was going so far. Link to post Share on other sites
moimeme Posted January 23, 2004 Share Posted January 23, 2004 When I worked as a receptionist, I used to make it my goal, when a grouchy person came in, to have that person leave smiling. Usually if somebody's nasty or cranky, there's a reason. So figure out the reason, be sympathetic, and then show them how you're going to help them solve their problem. Even if you think they're crazy, they make sense to themselves so you have to try to see it from their point of view. Remain calm and pleasant and focus on solving the problem for them. It works like magic Link to post Share on other sites
BlockHead Posted January 23, 2004 Share Posted January 23, 2004 #1. Don’t take it personally. Link to post Share on other sites
Kriz Posted January 23, 2004 Share Posted January 23, 2004 1. While being friendly is important, don't force it. If you yourself can recognise a fake smile, don't think the customer can't. 2. Sometimes a solution to the problem is not the first thing people want. If people come to complain, let them finish and tell them you understand. Emphasize. After they have finished complaining you can provide a solution. People are very likely to not even listen to your solution when they need to vent their complaints first. 3. People are always more satisfied when they have the feeling they have a say in it. If there are various solutions to their problems, let them decide. If you or the company prefer one solution over another, make sure that option is the last one you mention, because that is statistically the most likely option the client will choose. It's psychological. You know this and the customer doesn't, so use it to your advantage. Link to post Share on other sites
Errol Posted January 23, 2004 Share Posted January 23, 2004 TOASTMASTERS. Find a Toastmasters near you and join. Seriously -- helped me a LOT. Search for a Toastmasters on the 'net or ask around where you work. Colleges probably have some info too. Link to post Share on other sites
brashgal Posted January 23, 2004 Share Posted January 23, 2004 Kriz - I think you mean Empathize rather than Emphasize. And I agree, first thing people want to do is vent. People want to be listened to - the others are right, they won't listen to your solution until they've complained. Then you need to make sure you understand what they are asking for ("if I understand you correctly, you ...want a refund, want an apology, etc). Once you understand what their issues is, then you offer your solution. Unfortunately, you can't rush it or cut to the chase - it's a process they need to go through. I know it can be tough not to take it personally. And I agree with the others - too much smiling can piss you off if you're an angry customer. Being calm, pleasant but firm (stand your ground, repeat your policy if they ask for something outrageous, then turn it over to your manager/supervisor). Link to post Share on other sites
moimeme Posted January 23, 2004 Share Posted January 23, 2004 One more thing... people expect the customer service person to be on defense for the company and so they come prepared to do battle. If you present the attitude that you're not there to defend the company and that you truly want to hear their problem, they will drop their defences. Then they'll be more open to finding their solution with you rather than trying to 'win' over you. Link to post Share on other sites
Kriz Posted January 23, 2004 Share Posted January 23, 2004 Yeh, English is not my native language. I meant emphathize. Thanks. Link to post Share on other sites
tattoomytoe Posted January 23, 2004 Share Posted January 23, 2004 this is what i do too... i take peoples complaints all day, and tell them they are wrong, but in a nice way. here are some "rules" that may help: 1. always try to be nice, even if they ar yelling.... just keep saying that may be so but..or yes i understand but. 2. NEVER TAKE THINGS THEY SAY PERSONALLY!!!! very important and it is hard to do, but these people are just pissy and are trying to get you pissy then they can report you to a super. 3. If they will not stop yelling, do not just hang up..tell them that you will not allow them to yell at yuou and if they continue to then you will hang up. 4. most of the time though all you reallly have to do is listen...after they get the initial problem across, usually that calms them, then try to come up with a solution, or try to find out how to assist them. 5..a lot of the time i personally do not have the answers, and i have even been called a stupid secretary....and that definately isn't going to help them out with me...so at those times i get my boss. 6. you can always tell them you are new, so just bear with you, you are still learning the system etc... Normally if you do not get affectted by the person bad attitude and stay calm and polite, that will piss them off even more!!! that is the great thing about customer service- you get to practice your social skills with all types of people...and it takes a bit to get used to it. Link to post Share on other sites
Patty Posted January 23, 2004 Share Posted January 23, 2004 Longlegz,you are doing a great job.I know dealing with customers is hard.I know.I had to deal with them when I used to work at Blockbuster Video.The only thing I can suggest is do your best,there are going to be rough days and dont worry about trying to please everyone.Sometimes there are just those people that you cant please. Just realize you can only do so much.You got the right attitude. Patty Link to post Share on other sites
quankanne Posted January 23, 2004 Share Posted January 23, 2004 when they are done ranting, very calmly repeat the gist of their conversation. I think mainly what people who are upset want is (1) to know they have been heard correctly and (2) you can present a workable solution. if worse gets to worst, put them on hold and do something to release your stress. If you feel you cannot handle that call/transaction, pass them on to another person who IS able to meet their needs. There's nothing wrong with doing that. my oldest sister works for the phone company as a service rep and she'd get some pretty hairy calls. She said she'd put the customer on hold until she could get a grip on herself if they pissed her off -- once she sucked the helium out of the balloons someone had given her and started talking to herself (you 'd have to know my sister to appreciate her doing stuff like this)!!! She also said she would try to break the ice by getting them to laugh if she could. I think the main point is, no matter how angry a person is, once he's done ranting, all he wants is for someone to solve his problem. Often, when you do give him a viable solution, he's apologetic for being so bitchy ... If you don't take any of their ranting personally, you'll do all right. Link to post Share on other sites
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