Challenge Accepted: Introducing The CSR Code
I have two words for you, Jeremy Watkin:
In response to your last post, “8 Ways To Be If You Like Difficult Customers“, I pledge to take the “Difficult Customer Challenge” (DCC) and make my time with difficult customers LEGEN…wait for it…DARY!
So, it’s time to “suit up” and open to chapter 5 of the “CSR Code!” Ok, so Barney Stinson has the Bro Code. Why can’t we have the CSR Code?
Dealing with Difficult Customers chapter of the CSR Code
1. Put on your Patience Suit
Take a chill pill, sit back and listen. Your ears are there for a reason. These folks have legit issues and you’re the one with the magic wand to make it better. They are relying on the awesomeness that is YOU! So, put on your snazzy suit of patience and listen with open ears. Trust me, patience looks gooooooooood on you!
2. Seek to Understand
Like any wise soul, you want to understand before catapulting head first into anything unknown. Er, well sometimes (let’s not talk about that one time I jumped out of an airplane…). Anyways, this goes for what you say to customers. You may be right but the customer also thinks they are right. Compromise. Understand. Peace, love and ommmmm!
3. Gettin’ Real Wit It
Don’t be a goat! If you’re not sure about something, don’t give the customer an answer that doesn’t make sense. Fairness is defined as “marked by impartiality and honesty: free from self-interest, prejudice, or favoritism.” Be less interested in the self-interest of getting the customer off the phone and more interested in being honest and getting the customer the right answer! Be real, duh!
4. Cool as a Popsicle
Save the screaming matches for the sporting events, kids. Yelling and getting fired up at an enraged customer won’t solve a darn thing. Let the customer have the floor, get their frustrations out and you keep your tone at, like my teachers used to say, an indoor voice.
5. Tap the Breaks
Every customer issue is a big deal, so use your breaks, slow down and pay attention to what they have to say. Sheesh!
6. Hit the Gas
Like anyone learning to drive, you need to know when to break and when to hit the gas…without being a speed demon and without sharp whiplash stops. Once you have the customer’s issue, plan to resolve in a timely manner.
7. Give Symbolic Hugs
These folks you’re talking to, they are people too. And, when you fall down and get a booboo, nothing makes you feel better than a big hug from someone who cares.
8. Grow a Pair
This may sound unprofessional, but I’m sorry, if you’re going to get a job in customer service, you need to know what you’re in for. It’s an awesome profession to be in; I love my job, but you can’t be a wuss if you want to work in customer service. Not saying you have to be big and strong, but you must have a little oomph within you to deal.
In the end, as Jeremy said, “Be humble” and “Be awesome” pretty much sum up everything. I think I want this shirt: