We all have bad days. We all say or do things we later regret. But when your job is to interact with customers – over the phone, in person, or online – your bad day could mean bad news for your employer. About 95% of consumers will tell at least one person about a bad customer service experience. As an employee, you should be constantly aware of how your actions and speech influence customers’ opinions of the company. How can you be sure that you are a good representative for your employer?

Put Yourself in Their Shoes

Empathy is key to being a good customer service rep; whether you are dealing with a customer who is angry, confused, impatient, you must be able to put yourself in their shoes. Imagine the reasons for their emotions, and you can solve a customer’s problem while making them feel understood and cared for. This will also help keep you sane – it’s easier to forgive someone’s rude remarks when you think of them as a nice person who is having a bad day.

Don’t Take It Personally

Employees who stick with their customer service jobs long-term are able to do so because they have learned not to take things personally. When a customer is upset, they may blame you for the problem, even though you had nothing to do with it. Remember that even though the customer may not always be right, there is no reason to defend yourself to them. It takes a lot of humility, but offering a sincere apology, even when you’ve done nothing wrong, can soothe most angry callers.

Turn “I Don’t Know” into “Let Me Find Out”

Your customers rely on you as a spokesman for the company, so stay informed of every practice, procedure, and standard regulation. Be clear and positive when speaking with a customer. And if you don’t know an answer, don’t guess! Of course, you don’t want to leave the customer hanging either, so rather than responding “I don’t know,” practice saying “Let me find out for you.” This shows you are eager to help, while also making sure they get accurate information.

Enhance Your Skills to Get a Great New Job

If you are looking for a new job, having excellent customer service skills may get you put you on a hiring manager’s short list. Even if the job you are applying for is not directly labeled as a “customer service” position, managers know that the skills transfer into other types of communication and worker relationships. Take advantage of one of the top Staffing Agencies in Atlanta, GA to help improve your job skills and further your career.