As I have opportunities to visit retail stores, service-based businesses, and other locations, I find myself sub-consciously evaluating the customer service staff. Since I’m a customer service oriented person myself, I know how hard it can be at times to be pleasant and knowledgeable at all times. That doesn’t mean it’s impossible.

Recently, I’ve had some good customer service experiences and some pretty awful ones. When the customer (me) feels like they know more than the representative, there’s a problem. When the customer (me again) feels belittled and as valuable as dirt for disrupting the representative’s day and asking inane questions, there’s a problem. However, when the customer (again, me) calls with what appears to be a sticky issue and it’s resolved quickly, accurately and with a smile, that’s a good thing.

Here are some tips that have helped me out as a customer service professional:

1. SMILE: You may think that smiling’s overrated, especially if you are on the phone or doing a live chat with a customer. But when you smile, it comes through in your voice and in your words on the screen. By smiling as you converse with the customer, you are increasing the chances that they will smile back (literally, or figuratively). The whole tone of the conversation can change–just with a simple smile.
2. LISTEN: Some people just need a place to vent about their issue. Deep down, they know that there’s nothing you can do to immediately resolve whatever their issue is. But to have someone patiently listen to them go through the whole thing can be a huge relief. Listening – not just waiting for them to wind down – can be a calming action and the customer may be much more willing to listen to you share what you can do to help.
3. GO THE EXTRA MILE: Some issues can’t be resolved to everyone’s satisfaction. Unfortunately, that’s true. However, sometimes compromises can be made and customers can leave satisfied, if not completely happy. As you smile and listen to the customer, find clues in what they are saying that can help you help them. Grab a manager (if you’re not the boss) who can bend a little bit for them and find a happy medium. Maybe it’s not the 100% refund they wanted when they walked in the door, but the store credit might satisfy them and they’ll leave knowing that you cared enough about their issue to do what it took to find a resolution.

While these principles are used mostly in brick-and-mortar stores or large corporations, you can apply these to small businesses where you might be the owner, customer service rep, and janitor – a lot of hats to be sure! These principles can be applied in any situation where you are speaking with someone who is unhappy with something that they feel you have control over.

And, when you are the customer in question, remember to smile and listen as well.

I’d love to hear your customer service stories and how you were able to “diffuse” a sticky situation!

~R