Customer Service Success

When working in customer service, it is important to focus on what you can control and stop worrying about what you can not control.  In customer service, we are often expected to solve problems that are beyond our control.  For example, our finance team may introduce a new way for partners to report their earnings, this change of policy may annoy partners who liked the old way of doing things.  Or our product team released a an update to it most popular program.  Unfortunately, the update caused two problems.  First, it had several bugs that caused the software to stop working properly.  Second, the new version of the software is much different than the old version, and clients didn’t know how to use it.  This caused an unexpected avalanche of customer service phone calls, emails, and chats.  As a customer service rep we cannot control these things, but what can we control?

• We can empathize with customers to try and make them feel better.
• We can show them how to use the new software.
• We can share some cool new feature that they might not be aware of.
• We can take time to fix the problems that we have the ability to fix.
• And we can track the clients experiencing difficulties and follow up with them when those issues are resolved.

The problems we face are sometimes out of our control, but we can still provide outstanding customer service if we can find a way to leave each customer better off at the end of our interaction than they were at the beginning.