Five Ways to GET Good Customer Service This Holiday Season
By Nancy Friedman, Founder, Telephone Doctor Customer Service Training
Customer Service Keynote speaker.
Let’s turn the tables on Customer Service. Let’s face it – sometimes, It IS the customer’s attitude, delivery and comments that’s wrong. And yes, it is the job of those servicing the public to handle these situations. But when it fails, and it can, there are definite ways to get better Customer Service
5 Easy ways:
- Don’t be shocked or get angry at less than great service. You’ll make it worse. Be realistic. Expect somewhat lower standards of customer service. You may be dealing with a new hire that probably has had very little training and perhaps no experience. But there’s hope. If you really try.
- You can influence the type of customer service you get. Just as an angry customer often has negative emotions mirrored by the salesperson, so will a good greeting from you get results. We were in Las Vegas and walked up to a rushed, harassed, upset, mean looking hostess. Instead of being insulted, demanding, or giving her back cold treatment, we said out loud: “Good. We’re getting a cheery hostess who’s going to take very good care of us” She took a deep breath and we were rewarded with a big smile and gracious service. She may have just had the customer from hell. (or several of them) But she wasn’t going to take it out on us. We weren’t going to allow it.
- Plan how to win them over. I know, it should be up to them to woo and win us over. And you’re right. You may need to exert a small effort if you want a pleasant experience.
- Sometimes it does take a second effort. The last few experiences the person had may have been brutal. Do what you can to establish a friendly atmosphere. Smile and YOU BE THE ONE in a good mood. Take control of the situation. By the end of the transaction, you’ll probably be having a far more positive relationship. Be obviously friendly and smiling. It is contagious.
- Accept the occasional situation where nothing works. Don’t take it personally. And try not to get frustrated. Don’t YOU be the bad guy. That salesperson or employee will be abrasive to the customers that follow you as he was to the ones before you. But if you want to enhance most of your customer service experiences, you can. You can influence the customer service you receive.
As a consumer, we can take more responsibility. Radiate your own good mood and attitude and see if you’re not treated better.
If you’re not. VOTE WITH YOUR WALLET. Go elsewhere. That’s hurts more than bitching