Becoming a Customer Service Leader
Whether we work on the helpdesk or in another customer support capacity, or even when we do not work in customer service in any respect, we occasionally have to manage people that are angry. Well, here are three things we can do to help handle the situation once we’re dealing with anger in someone else, number one is pause and maintain calm. In my own experience, when I have encountered someone who’s expressing anger to me, it looks like I have started to become aggressive, recognizing this I am getting better at pausing for a moment to collect my thoughts before responding. Consider the wisdom of counting to ten before you say or do anything keeping your calm may keep its position from escalating breathe, try to step back from the circumstance. Even in the event that you can not measure back, you can step back into your own head, number two: do not attempt to use reason while they are angry someone, who is mad is under the control of their emotional brain logic and reason, while they are in an agitated condition will probably only make matters worse, save the logic and reason for later after things have calmed down amount three express compassion. A sincere expression of compassion can be a powerful way to begin calming things down. Use phrases such as I do not blame you or I would, likely feel the exact same way. You do if I were in your shoes, you may even thank your client and consumer for bringing the issue to your attention. Anger and another individual can be intimidating or even scary. It is, however, a simple fact of life that sometimes we are going to have to manage someone who’s. Angry when we can remember to pause, keep our own calm, wait to use logic and reason and show empathy toward another person. We can initiate the process of de-escalating the situation and moving toward a favorable outcome.
Going the extra mile!
The additional mile is an old saying. It describes people who provide better customer support or do a bit more than anticipated and try just a little bit harder. Sometimes it’s only a little something extra, a little additional time, a little additional work and through it never making the customer feel like he or she’s an inconvenience. The old expression of going the extra mile is sound client advice. It’s taking some additional time creating an unexpected phone call to ensure that the customers content or adding that little something extra, and this is critical, never making the clients feel. Is they’re inconveniencing you and only because there is not any traffic on that additional mile. It doesn’t mean that you’ll, be lonely; on the contrary, you are going to be driving that extra mile with your clients.
I am your customer service leader here, to speak with you about anticipating customer needs and keeping them safe. Are you anticipating your clients needs their expectations whatever they may have to help you get ahead of the pack and be viewed as their go to company? Otherwise, it is never too late to start considering long-term alternatives, so you don’t become irrelevant. You must always also take some opportunity to maintain safety for your customers and your staff top of mind until next time. I am your customer service pioneer, reminding you to take care of every client like a cherished friend I will speak with you soon.