HOW TO HAVE HAPPIER SERVICE INTERACTIONS IN 2012!

Happy New Year IATC READERS!

I have returned with another year of customer service anecdotes, discussions and analyses.

I appreciate your readership, so feel free to connect with me by writing comments on the blog or e-mailing info@theP3solution.com with any suggestions and/or feedback.

The first IATC discussion of the year involves obtaining more satisfying customer service interactions in 2012, from both, the customers/clients and service provider/professionals standpoints. My belief derives from an old saying “You get what you give,” which reinforces the value of reciprocity.  

So to start the NEW YEAR on a happier customer service note, I am providing some key tips for customers and service providers alike, to aid in building a foundation of better customer service interactions. 

FOR THE CUSTOMER:

1. BE PATIENT – Patient is a virtue, we have all heard it.  However, how often do we display it? Being patient with difficult situations has proven to be more useful than not in many situations.

 2. LISTEN TO THE SERVICE PROVIDER – Often times the rage in our head is over talking the service provider, blocking our full understanding of the situation.  Listen with your ears and take in what the agent is saying so that you are able to respond appropriately.

 3. SMILE – Who can get mad at a smiling face? Remember, honey gets more bees than lemons when engaging in settling customer service situations.

4.  REMAIN HUMBLE – Humility is not a weakness. Submission/Removal of Pride can sometimes lead to a quick satisfactory resolution.

FOR THE SERVICE PROVIDER:

1. DON’T BE SORRY FOR THE INCONVENIENCE – Apologizing for the inconvenience is a great gesture… when you are resolving the issue.  Be mindful of using “Sorry for the Inconvenience” as a default phrase and focus more developing an effective resolution for the customer.

 2. LISTEN TO THE CUSTOMER – Communication is most effective when both parties are active listeners. Take the same amount of time to listen to a customer’s complaints as you would their compliments.

 3. KEEP ALL PROMISES – Promise only what you can deliver. Breaking promises only adds to customer disappointment and will only decrease your credibility.

 4. TAKE THE EXTRA STEP – Helping to find a product, explaining the operation of an item, suggesting other alternatives, are all a part of going beyond your call of duty. Customers not only notice, but appreciate the effort and more likely to tell other people about your courtesy and/or the business.

Remember, happier service encounters begin with mutual interactions. Aim to give what you want to receive.

 Until next time…