It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations.
Do you have customer service courage?
It takes courage to speak with an upset customer hell bent on seeking out the manager to vent their frustrations on.
How do you succeed when faced with a disillusioned customer that will not shy away from stating their displeasure?
“You did this”, “You promised that” or my personal favorite “I’m paying a lot of money and don’t want to be nickel & dimed for…” Ever been on the receiving end of statements like these?
One of the most difficult aspects of customer service is keeping your cool while those around you lose theirs.
Told that an upset customer demands to speak with you sends the hairs on your neck straight up. “What do I do?” “What happened?” “What do I say?” “Who screwed-up this time?” “What am I going to tell them?” These are the thoughts that rattle through our minds as we take the walk of shame towards the customer.It takes courage to be on the front lines of any business. Click To Tweet (more…)