A Guide to the Worldwide Variety of Tea

A Guide to the Worldwide Variety of Tea

These three varieties of tea are all derived from the same plant in different stages of oxidation. Camellia sinensis yields different kind of tea depending on the state it is in when it is harvested. Read More

5 Things You Need To Know About Attending Real Estate Open Houses

5 Things You Need To Know About Attending Real Estate Open Houses

When in the market for a new home and looking to make an investment, it can be difficult to know what to expect from open houses and how they can assist in the home buying process. Read More

How to Obtain Beautiful and Youthful Skin in 5 Steps

How to Obtain Beautiful and Youthful Skin in 5 Steps

Maintaining healthy skin is something that takes time and effort to ensure a youthful and glowing appearance. By practicing important skincare steps each day, beautiful skin will be more sustainable with age. Read More

How to Keep Your Home Clean Even When You’re Busy

How to Keep Your Home Clean Even When You’re Busy

In today’s world, there never seems to be enough time to get everything done that we want to. We get so busy that even the most mundane chores get left to the wayside. Read More

Buying Furniture Online Makes Things Convenient

Buying Furniture Online Makes Things Convenient

People looking to purchase furniture for their home or office, will find the Internet has more options available than what is available through most local stores. Read More

 

4 Nightmares in Customer Service Line and How You Can Overcome Them

Customer-ServiceCustomer service is probably one of the more challenging aspects of a business because customer reactions can really make or break your business. If you are planning to pursue a customer service job, you should not be fooled into thinking that it is in any way easy. In fact, the best customer service personnel build their skill through experience, and most of these experiences were difficult.

In the customer service industry, you come across all sorts of people, some of whom may be more fussy and demanding than others. The challenge if often how to diffuse the situation and come to a compromise where everyone is happy. If you’re in a customer service job, here are some situations you’ll most probably encounter.

We’ve also suggested some ways you can come through these situations unscathed:

angrycallerAngry Customers

Angry customers or clients are more common that you’d expect. Most people in customer service encounter them at one time or another in their career. More often than not, angry customers become like that over a misunderstanding, or a genuine mistake on your company’s part. Whether or not you or your company is at fault, you must never escalate the situation by being defensive. Instead, practice the H.E.A.R.D. technique, which stands for hear, empathize, apologize, resolve and diagnose. Basically it involves listening to your customers with sincerity and putting yourself in their shoes, while remaining humble and wanting to solve the issues they bring up.

0531-Customer-ServiceCustomers with Difficult Questions

Often, customers may ask complicated questions you are unclear about and get annoyed if you are unable to provide them a clear answer. Of course, as a customer service personnel, you may not be deeply familiar with all the technical aspects. Therefore the best way to handle this problem is by promising the customer to find out the answer and get back to them, and really make an effort to get back. Customers will definitely appreciate your effort, even if the answer you give them isn’t that satisfactory.

customer-servicesBacklog of Customer Issues

If you are being overwhelmed by problems from customers and can’t resolve all of them in the expected time frame, the trick is not to panic but to stay calm and communicate to your customers that the issue is still in the process of being resolved. You may not know this, but customers are more interested to know that their grouses have been heard, rather than immediately wanting a resolution. Communicating the delay will not make you or your company look weak. Instead, it assures the customer that something is being done, and that is better than silence on your part.

CustomerServiceCustomers That Want Something You Don’t Provide

In this line of work, there will be customers that want discounts, free gifts, extra services, product features and the like which you cannot provide. Some customers can really get demanding, and no one likes their requests to be turned down. In these cases, keep the situation lighthearted and positive, and try to explain to customer why you cannot fulfill their demands in the politest way possible.

No matter what level of experience you are in the customer service field, you will always find that similar problems crop up regularly, giving you the chance to hone your skills and improve yourself.