Tweetums is my name and customer satisfaction is my game. LOL

(Actually requested superiors for some space in the monthly bulletin and to be allowed to do this. LOL. For my beloved day job, I offer one piece:)

The Secrets To Excellent Customer Service

“Put on a happy face.” “Be friendly.” “Be helpful.”

Commonly shared tips on achieving top-notch customer service seem easy enough to follow until you receive your third or fourth irate client of the day. You’re feeling physically drained, your patience is wearing thin and you’re fighting every urge to snap back as fiercely as the other person.  This is the real challenge of customer service: being George Clooney cool even in the most trying of circumstances.

We’ve collected some pieces of advice to help front liners nurture pleasant and mutually beneficial relationships with customers. Here they are:

1. Empathize. In other words, ask the question: How does this problem make my customer feel? If I were in his position, how would I feel? When people in dispute do not make a conscious effort to understand each other’s position, the argument turns into a tug-of-war of wills. Empathy, meanwhile, enables people with different perspectives to find common ground.T
2. Listen closely and sound back.  By allowing a person to finish his train of thought with genuine interest and without interruption, you are on your way to making him feel better.  Actually, most clients who go on and on about a concern already understand that the problem is larger than you or your function, but they insist on being heard, and they need to vent. If you can, scribble the key points onto a notebook to capture everything.

Also, make it a habit to sound back after listening. This means repeating what the customer has said to make sure that you have a good grasp of his message and point of view. Imagine what would happen if waiters neither took notes nor repeated orders. Don’t assume that you understand perfectly.  Sound the message right back.

3. Keep your promises. On semi-panic mode, many front liners offer assistance only to realize later that these promises are as doable as building bridges across 7,100 Philippine islands. While grand commitments are done with the best of intentions, they can lead to disappointment, loss of credibility and more complaints. Be realistic in giving assurances and be sure to follow through.
4. Remember it’s not about you! While listening to an irate client, it is normal and extremely common to feel attacked personally and be hurt even though these problems are not caused by you. Neither can you fix them on your own. Most people with unpleasant feelings directed towards you simply have their own difficulties to deal with. Do not be hard on yourself and do not take things too personally. Reminding yourself of these can help you stay patient, focused and responsive to challenging situations. A customer complaint no matter how intense need not be your personal drama.

These are four from a long roster of tips that can enhance customer service.  Check this corner again next month for more useful information! “Customer service is not a department, it is an attitude.”