Most times companies hire staff, train them on Customer Service and deploy them to the field to carry out their various service functions, without giving appropriate attention to the very essential Customer Service skill of Listening.
Listening, constitutes a great portion of our interaction with Customers, one would have to listen very actively in order to understand what a Customers really wants. Yet most of the time people confuse ‘hearing’ with ‘listening’ and fail to realize that they have completely different meanings.
Customers are not just people who pay for the goods & services you offer, they also include those people whom you work with every day.
An internal Customer is any member of an Organization who relies on assistance from another individual/unit to accomplish his/her job duties.
An example; a personnel who needs the assistance of the HR department to get a vacation, is an internal Customer to the HR department.
While it is essential to go above and beyond our call of duty to provide positive and exceptional Customer experience, it important to also note that some Customer requests are not just doable.
Some customer requests can be strange and downright puzzling, if you’re unsure of whether what the Customer is asking for is legal, in-line with the company’s policy or can be done with approval from the necessary units.
If you have a job in service industry, it is almost inevitable that you’ll encounter a disgruntled customer who is very unhappy about the product or service received. So what happens when you’re face to face with a Customer who’s a few moments away from blowing a fuse or pouring out his/her anger on you?
In my experience i have realized that a lot of Service reps, especially in the Small and Medium Enterprises are ill-trained on handling aggrieved Customers, and they end up losing business because the reps fail to properly handle the delicate situation. It is not enough to train them on how to treat Customers warmly and courteously, it’s very important that they also know how to handle an aggrieved Customer.
Complaints are emotional in nature, people complain when they feel hurt or disappointed, but most of the time, businesses feel and see the complaining customer as a pain, and a burden, and can’t wait to get rid of them. The service rep, apologizes and empathizes and fervently prays subconsciously, for the customer to leave and stop making their day miserable.