Why Customer Service Courage is the Best Thing Since Sliced Bread

...because when you prepare well calmness will take over.

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.

Customer Service Courage

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

But why are you in this situation in the first place? What have you done wrong or possibly overlooked that has created this negative situation and gave your customer a reason to complain?

Have you staffed enough employees for the intended business? Have you ordered the right amount of supplies or materials? Have you trained your staff well enough and provided them with all the tools necessary to be successful so they may properly service your customers? Have you planned for the unexpected?

If you can answer questions like these with a yes that’s great! If you answered no to these questions, you will need much more than just customer service courage!

You will need to reevaluate your way of doing business.

You need courage to plan, courage to anticipate, and courage to get out of your office and lend a hand to fix whatever is wrong – before the customer receives anything less than your best!

That is what customer service courage really is.

You must have full faith and peace of mind that your business will meet and surpass all the needs, wants and desires of your customers.

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When you prepare well calmness will take over. You can take on any battle, take on any obstacle, and take on any challenge that stands in front of you.

Courage will guide your principles to do what’s in the best interest in your customer.  No short-cuts or half-hearted attempts to serve.

Your customers will appreciate your efforts when they know your intent is true. Click To Tweet

You will be rewarded with repeat business, increased positive word of mouth and be able to build a foundation for success.  No need to fear the troubled times because you have planned for all contingencies.

Be confident in your abilities.  Let your skill set determine your future and behold your adaptability to handle any situation that comes your way.

Customer service courage? I don’t think you need it…


Copyright © 2017 Steve DiGioia

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8 thoughts on “Why Customer Service Courage is the Best Thing Since Sliced Bread

  1. Great customer service is one of the things that people love when they go shopping. It is the foundation of any business, no matter the product. Poor customer service can make the best of products look terrible. Preparing well to best meet the clients needs is all you really have to do. You have to always remember that customer is first priority. Without them, you wouldn’t have a business. Great post!

    • It seems such a common sense matter Lawrence but unfortunately too many business fail to follow your statement. I guess it’s time for all of us to change this one step at a time.

      Thanks for visiting my blog, leaving a comment and joining the team!

  2. Hi Steve,

    Courage is definitely needed in the customer service field. You almost have to treat this position like you own it, like you love it, in order to succeed in this area of a business. In certain situations where you have exceeded the customer’s expectations, the customer then tell others how great your business is and; thus, free referral marketing for the company. Great post, Steve and thank you for sharing. 🙂

  3. Steve, maybe many supervisors and managers go about a Guest Service problem/encounter with the wrong attitude to begin with. If you want to solve the problem in an equable manner, you shouldn’t go into the encounter with a sense of dread…you should square your shoulders and face the Guest with a can-do attitude instead. If they see that you are ready to approach their issue in a personable way, this may put them in a better mood to receive your suggestions. Introduce yourself, shake hands, etc. Open the dialog with a smile to help put the Guest at ease. Doing this puts you both in a listening mode – ready to explain the problem on the part of the Guest, and explain the options on your part. Even if the problem can’t be solved completely to everyone’s complete satisfaction, at least it was discussed in a civil manner rather than a screaming match!

    • Lisa,

      Problem resolution is a skill few too many possess. And even worse, many companies refuse to address issues in a timely manner, I guess in the hopes it will go way. Such a foolish process, and one sure to lose customers.

      • Agreed. Timidity is not a good trait to have if you are a leader who is looked to for decisions. By the same token, you don’t want to come on like a whirlwind and overpower everyone you meet. We all respond to someone who not only meets us (as Customers and Guests) halfway, but also if that someone is confident enough to handle the situations brought to them.

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