Customer service is an organization's ability to supply their customers' wants and needs. Hence the executives working to provide such great services to customers are really the gutsy ones who handle their complaints and say and provide them with appropriate suggestions that even they agree to and help them solve their query. A challenge working with customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter. The focus must be of those KPIs, which will deliver the most value to the overall objective, e.g. cost saving, service improving etc. It must also be done in such a way that staffs sincerely believe that they can make a difference with the effort.
How does a Customer Service Executive manage all these things with a smile on his/her face?
SELF TALK.
What a professional service provider says to him- or hers over and over is "self talk." The ability to identify negative self talk and replace it with positive alternatives is foundational for all else. This is essential because the way you think and the way you talk to yourself will help you evaluate self and help your conversational skills to improve to a greater extent also so that you come to know about words that you can tactfully use to convince your clients.
MINDSET
A person's mindset under boring or adverse conditions as well as amidst normal interactions drives on-the-spot behavior. Mindset becomes a reflex. A positive, "can do" mindset makes all the difference. When a person thinks he can do a specific task it means he can similarly when perceives a task to be impossible it means there is a negative attitude and the job’s completion is doubtful
EMPATHY
Does a professional know how to demonstrate genuine concern behaviorally on the phone, in person or in written media? It is no mystery how to "sincerely care." There are specific behavioral habits, which demonstrate to others that a person sincerely cares.
BALANCE
Readiness to stay balanced when he or she is the target of an irate or out-of-control customer. How a person behaves in stressful circumstances is a window into the core of their professional disposition.
SELF IMAGE
The picture he or she holds of him- or herself as a person and professional; as well as the pictures they have of their customers and their organization itself. I've always remembered what my eighth grade biology teacher said: "To belittle is to be little."
There is no way to fake genuine, balanced professionalism time after time, call after call, email after email at each customer "perception point." Such consistency requires a solid core. In most cases this can be learned -- most cases; not all.