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February 5, 2013 / Dale Melchin

Seven Success Lessons From Working in Customer Service

Success does not always come in big powerful ways.   It comes from small successes accumulated over time to create a success filled life.  This is a lesson learned from working in customer service.  In fact there are at least 7 lessons that I have learned from being a customer service representative in one form or another for most of my career.  Here are the 7 Lessons.

Unfortunately, it is true.  Most of the customer that you have to serve as an agent have a relatively low intelligence level.  Even if they come off as being highly successful.  Standards are pretty much out the window.  If you expect others the things you expect from yourself and you apply that rigidly as a customer service rep, you are going to be in for a very very high level of frustration.  It will be excruciating.  I know because it is a standard that I use for myself.
You must learn to horse trade  do it quickly, and make sure the company ultimately comes out ahead.  Customers often times feel they can “wheel and deal” with the customer service representative because of some perceived wrong the company has purportedly perpetrated against them in a pejorative way.  You have to make the customer think they are getting a good deal so that way they stop calling back.
Most customers will assume the victim role and attempt to guilt you or scream at you until you give them what you want.  Eventually this mindset gets tired on representatives and they draw a line in the sand and demand that the customer assume some level of ownership for their life.

People don’t like change.

Ultimately, with the exception of a few people.  Customers can be manipulated into doing what you need them to do.  Just don’t make them think.

Make the customer think they are empowered.  But retain the power “behind” the throne.

Ultimately, if a customer cant be controlled, you can’t be afraid to fight for what is right.  If they’ve asked for a bunch of credits in the past or if they are asking for free stuff you have to be able to say no to them.  That will at times lead to “life changing discussions.”  This will require courage.

At the end of the day, you have to be able to let it go and get on with your life, and refresh.

In fact you need to be able to do this at the end of every interaction so the stress will not accumulate and cause problems with each person you work with.

 

So it is with life.
Enjoy these seven lessons!

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