I know that Title Caught Your Eye.
Everyone wants to know how to be Rude with a Smile because let's admit it Customer Service can be Extremely Hard. Trust me it is not even an Over Exaggeration. If you're having an Off Day you find that you could care less about your Customers Story. However when you Work in Customer Service you have to make sure you Check your Attitude at the Door and put a Smile on no matter how Forced it might be. While it may be hard to do. It is something everyone has to Learn if they want to be Successful. We have a few Key things that we like to do when Customer Service gets a little rough.
Listening is the Key Component to this Encounter. It should Start at the Very Beginning of the Interaction and Last until the End. Even though the temptation is there Do Not under any Circumstances be Sarcastic. It is important to remember that everything being said is not personal. Your customer may just be having a Bad Day or there could be a Bigger Issue at Hand. Regardless your Job is to put a Smile on and Try to Resolve the Issue as Calmly as Possible.
Keep Calm. It is Natural for things to Escalate between two people if they are both on edge and trying to speak over each other. The goal here is to Avoid that particular Situation. By Keeping Calm, you need to allow your customer to Vent. Through this you need to find the Problem they have and come up with a Solution that can make all parties as Happy as Possible.
We even have inventory!
Know Your Limits
When a dissatisfied customer is having a conversation with you. I believe that is important for you to know your limits. While "The Customer Is Always Right" saying might work in some situations. I do not necessarily think it is called for in all. If you can help it, don't let the customer make you their punching bag for the day. You solely are not responsible for making everything right in there world. If they have a complaint, listen, and then explain why something is the way it is or why that may have happened. Always try to rectify the issue at hand, but you deserve to be treated with the same respect that your customers deserve. It is also important to keep a level head during these encounters.
Ask The Customer
Sometimes all you need to do is ask. Ask your customer what they would like to see happen.
Sometimes it really is just that easy. I have found that when you are pleasant and positive. Your customer will mostly change their tone and also become more pleasant and positive. It is important to remember it is not about the sale it is about the experience your customer has with you and your business.
Until Next Week,
Thavin & Marcob is a place where you are celebrated for being you!