What I Have Learned Working in the Customer Service Sector

Working in customer service is a stressful job based on my experience. Waking up and listening to someone yell at you for their emotional problems or their own issues can make you feel exhausted. Here are some points I have learned during my years in the customer service area.

The Customer’s Problem is Your Problem, Even if It Wasn’t Caused by You

I have read many online articles that advise not to take customers’ complaints personally, to avoid stress. In fact, as a customer, they really want you to listen and take their issues seriously. From their perspective, the company recruited you to solve their problem, not just sit and listen like a stone. You know what? Whenever you don’t take it personally, you withdraw your attention from what you are working on, which could negatively affect the business.

The Real Problem is Not the Problem Itself

Most of the time, we get confused, thinking that the problem we are dealing with is the one the customer is raising. Yet, 99% of the customers who call or email are seeking emotional understanding. Maybe they have been transferred through multiple lines in your business or maybe someone has put them on hold for a long time while they waste their time waiting for your service. So, I suggest that when you first communicate with the customers, listen to them and try to understand their emotions. Then, do not react but respond to them with a calm and soft tone.

They Want Attention and Care

When a customer raises a concern or inquiry related to your product or service, they mostly want an instant update. Yet, in business, some issues require a long time to investigate or make a decision. During this time, it is your responsibility to show them that you care. But how? Well, you can provide them with updates on the progress you are making, and if you have an available timeline, share it with them. Constantly follow up with them and give them updates.

Offer Suggestions or Alternative Solutions

Remember! When one door closes, another may open. When you communicate with a client about an issue, please do not always focus on the issue. Instead, focus on finding a possible solution or suggestion to resolve their inquiry first. You will then have more time to work on your resolution.