Anyone who works in Customer Service knows that at some point in time you are going to encounter that “customer”! The one who you cannot make happy no matter what. The one who gives you the run for your money. The one who walks in the door and you cringe. We’ve all been there. It happens.
What matters is how you treat that individual. How you set the bar of Eminent Customer Service. You could just pass that person onto someone else. Your manager or another co-worker.
But, I encourage all of you to step up and face that individual head on. Be the one person who makes a difference! Try and not take anything that happens personally. That customer is not out to “attack” you, the person. They are upset or angry at the business, the product, the service of another. Not you.
Use these “customers” as a way to learn and grow. As a way to set yourself apart from others. Become the best Customer Service Rep you can be.
Proof positive that what you do matters:
Exactly one year ago, I started assisting an individual with his resume. His career was the Military. Now, he’s looking for work in the civilian world. To say this individual was difficult, is an understatement. Nothing and I mean nothing, I did made him happy. So, imagine my surprise when I received the following letter:
I share this letter with you, not as a “Yeah for me!” but, as a reminder to everyone that no matter how difficult our customers are and no matter how many times they return and low and behold are still just as difficult……we do touch their lives. Either positively or negatively.
The last time I spoke to Mr. E. was late January 2015. So, things may not happen overnight – as they say, “All Great Things Take Time”. We still need to make a conscious effort to put our best foot forward because you never know when that one customer will return and you realize that, yes, you really did indeed, make a difference.