It is a good sign that a job change is in order if you have a temper that gets the best of you. Especially if you are working or desire to work in a customer service-based position. Maybe a career path reexamination is in order for the chef in Sydney that recently stabbed a complaining customer through the hand with a skewer, as discussed in a recent article by Cara Waters.
Of course, chefs tend to be in the kitchen and do not always deal face to face with customers, but they still have to be able to do so in a professional manner should the occasion arise. Customers complain about food preparation quite often, and as with other complaints that get dealt with by a CSR, it must be handled calmly and properly. Jo Ucukalo, the chief executive of Handle My Complaint, says:
"Business owners and staff need to remember that everybody has the right to complain, but the person making the complaint does not have the right to be abusive, offensive or violent. If you do feel that somebody is overstepping the boundary in terms of being too emotional you need to have some strategies in place."
A great CSR staff is trained to look for potential issues before they get out of hand. Paying attention to the facial expressions of the customer is a good way to determine if there is an issue brewing. As the saying goes, actions speak louder than words, so it is important to watch for those body-language clues a customer may be giving off. If anything seems to be needed, always approach them and ask. Ignoring the problem will not solve it and will not boost the service.
When you do run into an issue, stay calm, speak clearly, and listen intently to identify the root of the problem. Acknowledge what they are saying by repeating some of it back. Once the issue is confirmed and understood, solve it quickly and to the customer’s advantage. Do not allow it to escalate, but deal with it quickly as that will show the customer they are valued.
As a CSR, you are the point of contact and therefore will bear the brunt of the attack. Do not take it personally and do not fight back. “Acknowledging their emotion or complaint doesn't mean accepting responsibility, it just means telling that person that you appreciate the situation they are in," Ucukalo states.
Listen, identify, acknowledge, resolve. If a real area of concern has been identified by the customer, be sure to let management know and they can take steps to resolve it. In all instances, be sure to thank the customer for their business, their comments, and for allowing you to assist in resolving the issue.
A position as a CSR these days has to be filled by a real people-person. Anything less can lead to service suffering and the potential for things to get out of hand real quick when tempers flare. In no instance should you stab a customer – physically, or with your eyes or body language.
Image courtesy of Taoty - FreeDigitalPhotos.net
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