Anything is Possible, Darlin’!

Audrey-hepburn-inspirational-quotes-3_largeA Saturday night dinner reservation was made for 6:30pm with a party of 10 for indoor seating at a small yet bustling Italian restaurant in the city.

Well, there’s been a little change in plans.

My friend picks up her phone and dials to the restaurant only a couple hours prior to the reservation.

“Hi, is it possible can we change our reservation to be closer to 7pm, for 8 people, at an outdoor table?”
I watch my friend smile and say, “OK, thanks! See you soon!” and hang up.

“What did they say?” I ask.

She laughs, “She said, ‘sure, anything’s possible, darlin’!'”

I immediately think of Audrey Hepburn’s quote, “Nothing is impossible. The word itself says “I’m Possible”.

There are many distinct lines that determine good and bad customer service and personally, I think one of them is:

Possibilities

As a customer service representative, our job is to check to see what is possible and figure out a way to make it a reality. This can be anything from creating a custom pricing plan for a customer to taking extra time to resolve a huge problem. Possibilities open doors for our customers, helping build trust with our business. As a customer service representative, possibilities allow us to work with one on one with our customer, get to know them and instill a great “can do” attitude within ourselves. It shows we are owning the issue with the customer and working until it’s resolved.

No one likes this one liner:

“We can’t do that.”

SLAM! Door shut. End of story.

But, what if you heard this line:

“It’s possible we CAN do that. Let me check to find solutions for you.”

Today, I encourage you to look outside the box and create possibilities for YOUR customers and YOUR customer service team. Encourage creativity and that “I’m Possible” attitude.

[custom_author=jenny]

Jenny Dempsey is currently the the Social Media and Customer Experience Manager for NumberBarn.com. She has worked at tech startups since 2005. She's the co-founder and regular contributor over at CustomerServiceLife.com. She's a certified health coach, but not the kind that forces you to only eat cardboard and deprive yourself of ice cream. JennyDempseyWellness.com, the company she started, was designed to bring a new type of wellness into the workplace, one that gives you permission to look deeper into yourself, rather than just on the healthy snacks in the break room. She is the mother to a toothless rescue cat named Chompers. Avocados and veggie tacos are the way to her heart. She's also a Hanson fan for life.

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