I have always heard the statement “It takes a special person to be in customer service”. This statement is a fact. In order to become that special person, that individual has to exercise the capability of good listening skills and patience. Good listening skills include the abilities to listen to the issue, utilize the tools given to them by the company to resolve the issue, and follow the companies’ process and policies for resolution of the issue. Being patient includes the ability to effectively take the time to listen to your issue and possibly walk you through resolution of your issue.
People become upset with when their services or product purchased is incorrect or not working to their standards. It is understandable that the general public wants the services they are paying for to work correctly. Companies that provide any type of service, fail due to issues with their service. As a customer, it is your right to become upset or disappointed in the failure of the services. However, it is not your right to abuse the individual on the other end of the phone when you call to complain about the failure of the service.
Customer service representatives are trained in the companies’ processes and policies to assist you as a customer to resolve your issue. You may not agree with the processes or policies implemented by the company, however, you must respect and accept them. Having a bad attitude is not going to make the company change its’ process or procedure just to satisfy you as an individual or resolve your issue any faster, neither is screaming, cursing, or threatening the individual. In fact, it makes the customer service representatives job even hard to resolve your issue because you have just attacked that individual verbally, which is not warranted. Customer service reps are the front liners that get the ball rolling to resolving your issues.
Have you ever heard the phrase, “you will attract more bees with honey than vinegar”? This is another true statement. Taking the time to calm yourself before speaking with a customer service representative is a great practice. You must understand that this individual speaks with hundreds of people on a daily basis, listening and resolving issues. Your particular issue is not unique to the customer service rep, although they must approach it as a unique issue. When you as a customer, call the company to complain about your services not working, it is already apparent to the customer service rep there is an issue, otherwise you would not call. Taking your anger out on that individual is absolutely wrong! The customer service rep has not done anything to you personally. Whatever issues you may have prior to calling a company, let them go. The customer service rep is not your personal sounding board. Therefore, customer service reps have a tendency to shut down and perform what is called “empty listening”. This is hearing and understanding what you are stating without actually effectively listening to you.
We as humans naturally what to solve and resolve whatever is wrong with another person; this is the human nature side to a person. For women, it is the nurturing side to them. The side to them that makes the compassionate; however, this can become destroyed in the mistreatment and verbal abuse they receive from the general public. How would you feel if you had to listen to the general public screaming at you for 8 hours a day? Some people would respond, “It is their job”. Well, no it is not their job to listen to someone screaming at them, it is their job to resolve the issue. Some people would also state, “It comes with the territory of the employment”. Wrong again. What comes with the territory is helping fix the issue. What comes with the territory is following the companies’ processes and policies.
Being a good customer involves being able to communicate the issue, listen effectively to the customer service rep without cutting them off, and allowing them to resolve the issue. How can you receive the information being given, if you cut the customer service rep off from their statement they are making to inform you of what needs to be done to get your issue resolved quickly? How can you receive quality service, if you’re not open to resolution of your own issue? How can you resolve your issue, if you are taking your own personal issues out on the customer service rep? You can’t.
You may complain about the customer service you receive is horrible. Well, think about your interaction with that person. Think about how you treated that individual on the other end of the phone. Think about your attitude when you called the company. Many customer service reps can and have the ability to defuse a customer. However, being sarcastic, constantly complaining about the service received, or even threatening to leave the company doesn’t get you anywhere any faster. For some people believe if they scream or threaten to leave a company, they will receive better service. In fact, that is incorrect. For every person that leaves, there are 2-3 customers that come to that company.
Therefore, your experience of great customer service begins with you. The customer service reps add to your experience, whether good or bad. So general public, before you call a company to complain about your services: 1) take the time to evaluate the issue and know whether or not you are angry with the service or something else in your life; 2) take a deep breath and calm yourself; 3)remember the customer service rep on the other end of the phone is a person just like you; 4) treat the customer service rep the way you would want to be treated; and last but not least , 5) unfortunately, the phrase “the customer is always right” no longer exists. If companies continued to operate by that standard, they would be out of business.
Some of you reading this will agree some will disagree; however, my overall reason for writing this is to remind you to treat people the way you want to be treated, exercise patience, and utilize effective listening skills.
