Customer service is very subjective. You thought you've given your best, but it wasn't actually enough from the perception of the customer. You thought you've given your best shot for Customer Satisfaction but it wasn't at all appreciated by the customer.
In times like these, you can't help but feel dejected despite your efforts. As if, the big things and small things done were dumped to the recycle bin, if not, the trash. Dealing with this common reaction of emotion is hard, yet, with the right mindset, you could overcome it.
Here are three attitudes to muster when faced with customer service struggles and difficulties:
1. Confidence
It becomes noticeable when you're well-versed with your product. Knowledge-wise and experience-wise, these are the major players to reap the success in executing the ooze and vigor when discussing, presenting, explaining, and most of all, convincing someone to jump into your side of thoughts and ideas regarding your product. May it be a technical issue or simply a merchandise.
2. Composure under Pressure
You will never be spared by customers who are attacking below the belt, trying to push your buttons and all. The pressure increases when things go wrong, not to mention the silent stare of your boss - which means a whole lot of different signals giving a multi-tasking rigor in your mind.
Keeping your composure is the key, never underestimate the power of mindhack by psyching yourself to emerge as the driver, not the passenger.
3. Assertiveness
Without hurting directly the feelings of the customers, and yet you were able to emphasize and "connect" the message to them, with the aftermath of a positive reaction - that is, favorable on your side, then that's what you call being assertive. Getting what you want without letting the other person feel bad about it.
Each of us are customers in our own way. If you're given the task to decide what's best for the customer in a first hand basis, without sacrificing the tenets of the company, put yourself in the customer's shoes. Feel and balance the results, then trust your guts what's best.
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