By Melissa White
Building the Business of Your Dreams -- Customer Service: Your Opportunity to Shine!
“You can either be part of the problem or part of the solution."
I find myself telling my ten year old that several times a week. This morning, I realized how much it truly applies to me, my consultants, and our businesses as we move our lives and businesses forward.
I have come to realize that some days (and for some people) it seems much easier to get caught up in the dramas of life. And while people certainly do have valid concerns and objections -- they sometimes do (myself included) complain about seemingly ridiculous things.
What defines us, though, is how we deal with these issues and situations as they greet us.
When an issue or problem is brought to our attention, how can we make it our second nature to roll up our mental sleeves and quickly find a creative resolution? This, instead of avoiding an unhappy customer's calls and pretending (or wishing) we hadn't checked our email!
Believe me, I realize that no one wants to hear someone complain about their
products and services, or even themselves. I certainly don't! But the secret to ultimate customer service success lies in handling these situations quickly and flexibly -- without getting defensive or paralyzed and with a smile.
People will always have issues. And, some complaints certainly seem more justified (and easier to manage) than others.
Ideally of course, we would prefer to never have an unhappy customer (or an unhappy consultant)! But we are humans and, thus, there is the margin for human error in everything we do.
Unfortunately, we often feel personally attacked by people's issues and complaints. And when this happens, understandably, we want to run the other way or to dig in and defend ourselves. However, while possibly providing temporary relief, either of these options can make the situation much worse, and neither of these options will provide the excellent customer service that your customer is seeking and that will actually propel your business toward success.
Whether it is a lost package, a misplaced order, a damaged item, or a simple misunderstanding often times the complaint will be completely out of your control, and yet you are required to deal with it with as much grace and diplomacy as possible. Your own mental health, as well as the health of your business depends on it!
The great news is that a simple shift in your perspective will not only empower you to deal with these situations like a pro, it will actually improve your business, as well as your professional relationships. Surprisingly, you may even find you begin to welcome these challenges instead of wanting to run the other way, give up on your business, or turn off that ringer.
Complaints and criticisms are a huge blessing to our businesses.
Truly.
They shine light on a potential weak link -- sometimes in our business procedures, policies or product, and sometimes even in ourselves. Complaints and criticisms provide an excuse for pausing and for introspection. In a hurried world, they make us stop, breathe, and rethink, as they test our determination, creativity, and patience!
When unwarranted they allow us to recognize that you know what? We really are doing a great job. During these times they can act as the messenger: we really need to ease up on ourselves!
When we do give ourselves a break, we let our defenses down and are able to deal with the situation without feeling attacked. We can laugh to ourselves about how ridiculous the complaint is, while we do what we need to, to make our customer happier about us and our business! In the end, once the crisis is deflated and negotiated, it becomes a touchstone. We are able to see how well we handled the situation and take a moment to feel good about ourselves as ever-evolving business women.
When warranted, these complaints point out crucial areas where we as individuals, as professionals, or as companies can improve. Certainly, no one likes to hear or learn that they could have done something better, or differently, to achieve a more favorable result. Yet, we all want ourselves and our businesses to be the very best that they can be. So viewing these, proverbial, bumps along the road as blessings, and as areas that we have the power to take action and improve, can alleviate (or at least lessen) our potential for paralysis and fear. Seeing complaints as gifts allows you to realize: this situation is going to be solved and my business will be better and stronger because of it.
Our personal character as well as the integrity of our businesses are organic...and become strengthened and enhanced each time each adversity is tackled quickly: head-on with honesty and grace.
Recognizing that your customers' problems are always opportunities to provide stellar customer service, will allow you to set yourself, as well as your business apart from the rest.
Time is of the essence. An unhappy customer generally just needs to be heard. The moment you reach out, listen, and then offer to help them, they will begin to relax and the entire situation will begin to deflate. And you do not have to already have the solution the moment you receive (or make) the call!
Listen carefully. Realize you are part of the solution and can listen without taking their complaint personally. Realize that what they say has the power to make you and your business better.
Empathize with your customer (even if you don't agree with them!) If nothing else, you can surely understand that they don't feel good about the situation.
If you aren't sure how you can begin to make the situation better ask them! A simple, what can I do to make this better for you?...will go a long way.
Often, a customer just wants to feel heard and know that you are willing to help. When you carefully listen to what someone is saying -- the answer of what you need to do will generally rise to the top. And if you need to consult with someone else, do that before making promises you may not want to (or be able to keep). Don't feel pressured to know everything at that moment.
Simply, let them know that you will be getting back to them quickly with a solution.
Do just that. And you will shine.
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