Customer Service ☎️ How Do You Go About It?

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(Edited)

"The customer is always right" or like they say in Dutch "de klant is koning" (translate: customer is king) are well known phrases, but what if we changed the narrative to "that client could be me"? I don't have numbers to back up if that will lead to increase or reduction of customer satisfaction and or if those clients will return to your business.


Customer Could Be Me.png


What I do know is that I have been a customer and an employee on different occasions, so I've experienced the different sides like most people I would think. So when I'm dealing with a (potential) client or even other stakeholders, I'll do my best to help them as far as I am capable of. I wouldn't know if that could be considered "client is king" or as "the customer is always right", but what I do is I imagine myself in their shoes and think about how I would want to be treated.

For example, a colleague forgot to reschedule an appointment and the other person showed up. While I have nothing to do with that department and couldn't answer any of the questions of the stakeholder, I could have said "my colleague will get to you as soon as possible" and send the stakeholder on his/her way. Instead I offered the person to sit and wait in my office, while I called around to get some information. While the appointment had to be rescheduled, the client didn't leave with unanswered questions. If I was the client, that would've been my biggest concern, that I didn't drive all the way there, to only leave without any answers.

Another occasion where I tried to place myself in the shoes of a potential client was when there was a misunderstanding and the client possibly didn't understand the terms, instead of arguing with the client about who was right or wrong, I simply said "there must've been a misunderstanding, our apologies for that." Arguing over who's right or wrong only wastes time of both client and employee and in the end the client signed up, so that was a win for the company.

So the bottom line why I do this is because I try to imagine myself in the clients their shoes. When I'm the client and the receptionist, person at the counter or on the phone can't help me with what I need or doesn't have the answers, at least show me that you are doing everything you can to help me and not just repeat those protocols you've memorized. And yes, I know in some cases there are some company policies that those workers need to follow, but don't let the (potential) client leave frustrated or angry and that's what I try to remember when I'm the employee "that client could be me".


Well that's it for today. Any thoughts and how do you go about serving/helping (potential) clients?


Chasse into the backstage! 💃


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12 comments
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Customer service can be aggravating for both parties I personally only don't like the spam callers but since you've been in customer service i think im not going to be so rude

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Hahahaa nah man, I have a background in Education and I was kind of an Administrative Officer and a Deans Assistant for a while, so I actually wasn't always in direct contact with clients or stakeholders, but when I was I did my best to help them as much as I could. I couldn't let people leave with unanswered questions or feeling like they came for nothing.

I have myself also been a customer, we all are clients or customers of other companies, and I've also gotten the shorter end of the stick, so I know what it feels like and that's why when I deal with customers/clients I try to remember "that could be me" :) hihi

!ENGAGE 10

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haha you got it better than telemarketers that's for sure you're there to answer questions they're there to sell things to others who don't know them

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Hahaha I know what you mean. I also don't like those kinds of calls. Luckily they don't really us that strategy in Suriname. I do get texts, but I'm not inclined to answer.

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Texts are mostly fraudulent they send links to my phone... I know better

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That's true, but the economy here's pretty small, so most companies who use this method are already well known and are paying the provider to send out those adds. I was not as informed then when I subscribed to receiving advertisements via SMS 🤦‍♀. Most adds are also from the telephone provider, so yeah.

Sometimes the adds are also for social projects, like collecting funds for a child with a rare disease/sickness, who needs to be operated outside of the country. So there's that.

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Hahahaa nah man, I have a background in Education and I was kind of an Administrative Officer and a Deans Assistant for a while, so I actually wasn't always in direct contact with clients or stakeholders, but when I was I did my best to help them as much as I could. I couldn't let people leave with unanswered questions or feeling like they came for nothing.

I have myself also been a customer, we all are clients or customers of other companies, and I've also gotten the shorter end of the stick, so I know what it feels like and that's why when I deal with customers/clients I try to remember "that could be me" :) hihi

!ENGAGE 10

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Customer service can be aggravating for both parties I personally only don't like the spam callers but since you've been in customer service i think im not going to be so rude

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@tanjakolader - without question, my customer service is based on putting myself in their shoes. What I expect as a customer.

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Yeah I thought so, that I couldn't be the only one who goes about it like this hihi

!ENGAGE 10

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