As social beings, we define who we are based on others' judgment and relationship with us. It’s human nature to be swayed by the words of the people around us.
We live in a society where we’ve become accustomed to expressing ourselves online. The new generation where people are not afraid to back down with what they want to express. It’s a reality that people are more open to saying what's on their mind through a screen, knowing that you can’t see them, nor can they see you.
While some have the tendency to take things personally or too far during interactions or exchanges, it’s how you respond to the situation that will ultimately determine how the conversation goes.
𝐑𝐞𝐦𝐚𝐢𝐧𝐢𝐧𝐠 𝐜𝐚𝐥𝐦 𝐝𝐮𝐫𝐢𝐧𝐠 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐦𝐚𝐤𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐟𝐞𝐞𝐥 𝐡𝐞𝐚𝐫𝐝 𝐢𝐬 𝐚𝐥𝐥 𝐢𝐧 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐮𝐩𝐩𝐨𝐫𝐭. Putting out responses that will allow customers to be able to view the company as authentic and true.
𝗪𝐞 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐫𝐞𝐦𝐞𝐦𝐛𝐞𝐫 𝐭𝐡𝐚𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐡𝐚𝐯𝐞 𝐡𝐢𝐠𝐡 𝐞𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧𝐬 𝐨𝐟 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐟𝐫𝐨𝐦 𝐚 𝐜𝐨𝐦𝐩𝐚𝐧𝐲. Not all exchanges you’ll encounter will be pleasant. Taking things personally is a byproduct of this bargain. Once we take one's words to heart, we give that individual more power over us than they deserve or should ever be allowed to have.
𝐈𝐟 𝐢𝐭 𝐠𝐞𝐭𝐬 𝐭𝐨𝐨 𝐨𝐯𝐞𝐫𝐰𝐡𝐞𝐥𝐦𝐢𝐧𝐠, 𝐭𝐡𝐞 𝐛𝐞𝐬𝐭 𝐰𝐚𝐲 𝐭𝐨 𝐧𝐨𝐭 𝐥𝐞𝐭 𝐰𝐨𝐫𝐝𝐬 𝐠𝐞𝐭 𝐭𝐨 𝐲𝐨𝐮 𝐢𝐬 𝐭𝐨 𝐭𝐚𝐤𝐞 𝐚 𝐬𝐭𝐞𝐩 𝐛𝐚𝐜𝐤 𝐚𝐧𝐝 𝐜𝐨𝐥𝐥𝐞𝐜𝐭 𝐲𝐨𝐮𝐫 𝐭𝐡𝐨𝐮𝐠𝐡𝐭𝐬. There is no harm in taking some time to put yourself in a better headspace. Rather than responding immediately in the moment and possibly upsetting the customer.
𝐌𝐚𝐢𝐧𝐭𝐚𝐢𝐧𝐢𝐧𝐠 𝐚 𝐩𝐨𝐬𝐢𝐭𝐢𝐯𝐞 𝐚𝐭𝐭𝐢𝐭𝐮𝐝𝐞 𝐢𝐬 𝐚𝐛𝐨𝐮𝐭 𝐩𝐮𝐭𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐟𝐢𝐫𝐬𝐭. One should understand the position of the customer and view their problem with their eyes. By showing the customer a ready and open attitude you would be showing them your willingness to see their point of view.
𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐥𝐨𝐯𝐞 𝐬𝐭𝐚𝐲𝐢𝐧𝐠 𝐚𝐧𝐝 𝐬𝐮𝐩𝐩𝐨𝐫𝐭𝐢𝐧𝐠 𝐜𝐨𝐦𝐩𝐚𝐧𝐢𝐞𝐬 𝐭𝐡𝐚𝐭 𝐩𝐫𝐨𝐯𝐢𝐝𝐞 𝐭𝐡𝐞𝐦 𝐰𝐢𝐭𝐡 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞𝐬 𝐰𝐢𝐭𝐡 𝐚 𝐩𝐨𝐬𝐢𝐭𝐢𝐯𝐞 𝐚𝐭𝐭𝐢𝐭𝐮𝐝𝐞 𝐚𝐧𝐝 𝐠𝐫𝐞𝐚𝐭 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞. As a customer support representative, one must develop the skill of problem-solving. When customers are harsh, how would you respond for them to be happy, satisfied, or for them to be more understanding.
𝐊𝐞𝐞𝐩 𝐢𝐧 𝐦𝐢𝐧𝐝 𝐭𝐡𝐚𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐦𝐢𝐠𝐡𝐭 𝐛𝐞 𝐟𝐫𝐮𝐬𝐭𝐫𝐚𝐭𝐞𝐝 𝐚𝐧𝐝 𝐧𝐨𝐭 𝐨𝐧 𝐭𝐡𝐞𝐢𝐫 𝐛𝐞𝐬𝐭 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐫, 𝐚𝐧𝐝 𝐬𝐨𝐦𝐞𝐭𝐢𝐦𝐞𝐬 𝐭𝐡𝐚𝐭 𝐢𝐬 𝐨𝐮𝐭 𝐨𝐟 𝐲𝐨𝐮𝐫 𝐜𝐨𝐧𝐭𝐫𝐨𝐥. This does not mean that you did not do the best you could. You have to remember that you can’t please everyone. There are people that refuse to back down. But stay focused on your goal – which is to resolve the issue and keep a positive attitude.
𝐃𝐨𝐧’𝐭 𝐛𝐥𝐚𝐦𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐟𝐨𝐫 𝐭𝐡𝐞𝐢𝐫 𝐦𝐢𝐬𝐭𝐚𝐤𝐞𝐬 𝐞𝐯𝐞𝐧 𝐰𝐡𝐞𝐧 𝐭𝐡𝐞𝐲 𝐦𝐢𝐠𝐡𝐭 𝐛𝐞 𝐰𝐫𝐨𝐧𝐠. They do not want to be criticized, they would appreciate it more if they see that you are helping them and are happy to assist them.
Customers are human beings just like you. They have that tendency to react, just as you would. It’s important to keep in mind that they are not purposely trying to hurt you, what they say is from how they feel in the moment.
As Maxwell Malz said in his book The New Psycho-Cybernetics, “human beings always act and feel and perform in accordance with what they imagine to be true about themselves and their environment.”
About the Author:
Sophia Gandionco "Pia" is the executive assistant of Timebirds. She manages the social media while performing different admin tasks and customer relations. During her spare time, she enjoys working out, baking and reading book.
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