Anything is Possible, Darlin’!

A 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]