Are you having customer service problems? Are customers’ problems not being resolved? Possibly, you need to change your thoughts?
What are your thoughts including your expectations about your clients to your customer service problems? When you answer the phone, does your voice reflect an outgoing and helpful individual, someone your customer is truly glad to speak with? Maybe, your voice is coated with some anxiety and negative thoughts specific to this customer and historical events?
For example, if you generally think something like this when the phone rings: I wonder what this individual wants? or Here we go again another demanding or complaining client your voice will reflect these thoughts. Let be honest for a moment, would you like someone having those attitudes when you are communicating with him or her?
Does your business have problems specific to customers and poor customer service? Most companies eventually experience unhappy campers both externally and internally.
For example, a problem arises specific to your customer. What actions do you take? Do you solve the problem to your expectations or to your customer’s expectations?
Have you ever asked your customer this simple question: What are your expectations specific to solving this problem? Many times solutions are created that may miss some minute expectations that the customer has and the business does not know because the business failed to ask. Then the businesses work very hard to solve the problem and from their perspective they did everyone possibly, but the patron is still not happy. Customer Service Tip: Your focus creates your reality.
Customer service problems must be solved from the customers’ expectations perspective and not the businesses expectations.
The thoughts that you have about your patrons, about your business, about your role in the organization, about life in general all affect your day to day interactions with both your external (paying) and internal (employees) customers. Those thoughts that are rooted in your foundational belief system will drive your attitudes demonstrated through your actions creating your results.
To change your customer service results, you must first begin with this customer service tip to change your thoughts and even more importantly your beliefs. Customers are not the root of all evil. For without customers, your business would not survive. Yes, there are demanding customers and you always have the choice to keep them or fire them after you deliver your products or services.