Don't Blow Smoke, Take Action
All of the benefits of a great attitude could be wasted if you neglect to answer or solve the problem-. Even if you encounter a serious customer issue, your helpful, concerned attitude should diffuse most of the original anger and frustration. Your smile and active listening skills should give your customer the ability to explain their question or problem sufficiently. You should now take action to maximize the good will you have generated. While your attitude is crucial, it cannot answer questions or solve problems without your action. Depending on your position and authority, you may be able to solve most issues immediately for your customer.
If the question, issue, or problem is beyond your authority, explain that to your customer. Your attitude should permit you to explain the situation positively. Be sure to tell your customer what action you will take, even if it involves moving up the organizational ladder to solve the problem. By this time, you should have established your creditability and concern for your customer's issue. They should, therefore, be reasonable and accepting of your answer and trust that you will take the actions necessary to accomplish the customer's wishes or solve their problem. Be sure you do it immediately. Your customer-and manager-will definitely notice your actions and be quite pleased.
Customer service starts and ends with attitude. Your attitude-good or poor-will be more important than the actual answers you give and the actions you take. While you need to give the right answers and take the appropriate actions, your customer interaction will be most affected by the attitude you display. Your customer, even if formerly displeased, should return to a calm state, allowing you to effectively answer their question.
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