Self-confidence promotes good customer service
Self-confidence can be knocked by aggressive or difficult people. Yet it is vital that you maintain your self-confidence with these types of customers. If you don't and they see your confidence dropping they may go on the attack even more. This is the last thing your self-confidence or you need.
Here are seven tips to help you maintain your self-confidence so you can give good customer service.
Self-confidence with customers tip 1: Thank the person.
Find something, anything to thank them for. People like being thanked. They also don't expect to be thanked when they've been rude or aggressive, so it can help charm them and calm them down.
Are you looking for ways to keep your self-confidence? We have many suggestions on the CD set Confidence for women at work.
Self-confidence with customers tip 2: Don't be mean, be generous.
Too often customers are upset by the small things that happen. Generosity wins customers over. For example instead of charging 50c for a bread roll include it in the overall cost and say it's free. Same money, different impression.
Self-confidence with customers tip 3: Don't fight or be defensive.
Once you become defensive angry people may increase their attacking comments. Predators attack the weak. Stay strong. Stay confident. Then it is easier for you to think clearly too.
Do you have difficult customers? Learn how to deal with them on our CD set How to deal with difficult people without getting upset.
Self-confidence with customers tip 4: Listen and show you've understood.
Many customers appreciate being acknowledged, heard and understood. Listen to them. One of the biggest complaints people have about organisations is that no one listens and no one understands. If you show you have understood you'll stand out as having exceptional customer service skills. This in turn will help you maintain self-confidence.
Self-confidence with customers tip 5: Be gorgeous. Do not go down to their level.
Be your best even when other people are being their worst. Going down to their level will knock your self-esteem.
Getting hot under the collar with a difficult customer? Keep your cool with our CD set How to deal with difficult people without getting upset.
Self-confidence with customers tip 6: Have a sense of humour.
Laughter can dissolve tension and calm down aggressive or upset customers. If you can maintain your sense of humour without being sarcastic and bring laughter to the interaction tempers may ease.
Self-confidence with customers tip 7: Don't take on their anger or upset. Leave it with them.
Anger belongs to your customers. Don't pick it up. Don't accept it. Just know it's theirs and leave it with them. Why let someone else's bad hair day become your bad hair day? Maintain self-confidence and stay feeling great.
Keep your self-confidence even with difficult customers. The more able you are to stay calm and give really superb customer service the easier it will be to feel great and sparkle with self-confidence.
Written by Rachel Green: Motivational Speaker | Award-winning Communication & Networking Specialist.
Rachel is the Founding Director of Confident Woman Australia and author of 20 CDs including the CD sets: Confidence for women at work and How to deal with difficult people without getting upset.
She is available to come and talk to your group on: "Water off a duck's back: How to deal with difficult people without getting upset. Book her now: rachel@confident-woman.com.au
Copyright Confident Woman Australia 2010.
NB: This article is for your information only and does not constitute individual advice. It is not provided as an alternative to obtaining advice from an appropriately qualified professional. Please seek the help you need to build your customer service skills and your self-confidence.
Rachel Green
Reader Comments (3)
Customer service is not an easy task as you have noted on your website and requires interpersonal skills and emotional intelligence as you would say. I also believe that good customer service comes with a genuine willingness to help others. Unfortunately many customer service representatives lack training and often, don’t know how to apply their emotional intelligence to win the customer over. It is quite sad to see, especially in Perth, the number of bad customer service reps due to lack of training and self-awareness. I find it to be very sad because there are many business owners working hard to develop their businesses and customer service agents are their frontline and literally representing their company, their store and their product. Just one bad experience with a customer and then, they may lose a loyal customer for ever.
On the other hand, it can be very frustrating for the customer service agent as he or she never knows what to expect and how to react with several different situations on the daily basis. It can also be quite stressful managing difficult and aggressive customers’ behaviour as you noted on your site. However, an overall positive, friendly and genuine attitude usually breaks off many barriers. Obviously, it is important to keep in mind that each customer comes with a set of expectations and behaviours, which will affect the way the customer service rep will react to it. That’s when emotional intelligence comes really in handy!
Often I find that good customer service in Perth comes with high prices. For example, if I buy a suit that costs $400.00 versus a blouse that costs $40.00, my chances are better to get great customer service buying the first product. Then, I assume the store clerk makes more money, is better trained and know how to use her or his emotional intelligence to provide an outstanding customer service. However, I can’t stop wondering about the less expensive store clerks who also, at times, can provide a fantastic customer service for much less. I always question if it has to do with work ethic? Sometimes I wonder if it has to do with the current job demand in Perth and at times I question if it has to do with the lack of “good manners”.
I know for sure that the lack of training and self-awareness are directly affecting the level of good customer service, but I can’t stop thinking of some excellent customer service I received from very young people. It makes me wonder how much training they could have really received if they were only 16? If they are providing an outstanding customer service level at that age, they must have something else that others lack of. What do you think it is? Perhaps good manners, work ethics, a sharp emotional intelligence to perceive customer’s needs or genuine interest in helping the customer?
I like the tips you provide on your website. Perhaps some stores/companies in Perth should look at them :-)
Thank you for posting the comment.
Thanks for so many wonderful thoughts and ideas. I have added your comments to the bottom of the article on the website so more people can see them as I think you raise so many good points, hope this is okay.
I think a lot of it is attitude and a desire to help others. Some people who serve me seem totally disinterested in serving me let alone doing it well.
If someone, of any age, has the interest in helping people then their skills can be trained so they become a brilliant customer service provider.
Emotional intelligence is also incredibly helpful. An essential part of being brilliant at customer service is being able to tune into and manage the customer's emotions, and being able to tune into and manage your own.
Too often poor customer service providers take on too many of the customer's negative emotions and then show irritation or anger, or become defensive, none are helpful.
Learning to turn customers around, and dare I say charm them, is a skill that can be learnt and something I love teaching, as when people can do this they enjoy serving customers even more.
On top of all this is self-confidence, the person serving benefits from having self-confidence and self-esteem without a doubt. The customer also prefers dealing with someone with self-confidence. Gaining the skills and training in handling customers and their emotions can all build confidence.