Smiling is a basic gesture every human on this planet can understand & use. The power of a simple smile is often under estimated, but it is something that can have an immeasurable impact on people. The impact of smiling has been studied and has been proven to have a positive effect on others as well as your state of mind. This makes smiling very important not just in customer service, but in your social & personal life. Continue reading 10 Signs You Need To Smile More
Racism or negative ethnicity should have no place in a business environment. Negative comments about a person’s skin color, ethnicity or culture is very offensive and unacceptable in any social situation. Sadly you might come across a number of customers, who have adopted the ideology that a particular race, ethnic group, or tribe is inferior. Dealing with such racist customers can be very difficult, especially when their negative remarks are as a result of anger.
What do you do when a customer hurls racist remarks at an employee (you) or other customers? Here are tips on how to handle racist or bigoted customers – Continue reading Tips On How To Handle Racist Customers
Recently angry customers of a certain Nigerian airline lost all cool and attacked a manager of the airline after their flight was delayed for 3 days with no communication or any attempt by the airline to cater for inconveniences or provide refunds.
When you are able to render the sort of service that leaves your customers satisfied, happy or excited, you can bet they’d want to come back again, and if their expectations are met a bit consistently, they are likely to come back with someone else, tell people about you or both.
This video below is from CBC’s investigative consumer program (marketplace). They pranked customers in a fashion store, by assigning them an actor who played the role of an incompetent sales assistant.
Keeping customers informed is critical in delivering positive experiences. Whether in person, by phone or email, when you are processing a request for a customer and it is taking longer than expected, it is best practice to keep them updated on how the situation is progressing.
A career in customer service is one that is both challenging and quite rewarding. In order for any individual to excel in their chosen career paths, they need to be productive in job roles they are assigned. From my experience, the most successful people are also the most productive, they have mastered how to make the most of what they have in terms of resources, time and opportunity.
Dealing with angry customers is something no customer service professional looks forward to, unfortunately managing angry customers is somewhere in the job description of most professionals.
No matter how efficient and wonderful any company is, service failures are bound to occur, because companies are mostly made up of people and technology, none of which are completely predictable in behaviour. Technology sometimes can fail for no (understandable) reason, and people…cannot just be predicted. For these reasons service failures will always occur from time to time, in any company, no matter it’s size.