Customer Service Experts Must Understand the Following

Intention and Interpretation are not the same

Interpretation is a wavering conclusion. This is where judgment breeds. If we haven’t communicated effectively then the interpretation is going to fail. Let no corrupt communication come out of our mouths. Having the ability to “read the room” is so important. We must not fall to saying whatever pops in our heads and falls out of our mouths.

Having the script ready so that you know how to respond with the correct verbiage of what it is you are trying to communicate is critical. Verify, verify, verify. If we say back to them what we interpreted that they said to us, then we can fill the gaps. There are going to be times where your chemistry just doesn’t match the chemistry of your customer, just know there is still hope. This is where intention comes in. Be intentional. Know what needs to be said and stick to that. Just smile while you do say it. Your emotions will follow.

Customer Service Experts

Understand Disappointment

Disappointment is expectations that are unmet. I expect less and end up getting more. An example comes from the local burger hangout, disappointment is me pulling off all the pickles. Doesn’t mean I am not eating the burger. But there is a level of disappointment. But it’s not a complete loss. I could have gone and had them re-make it, but that doesn’t really benefit them, and my small inconvenience doesn’t make me a good customer.

Understand That Fair and Equal Are Not The Same.

Way back in the beginning of time, when we paid day labors with cash. There were workers that come up with an agreement of how much they will get paid for the work required. For this story let’s just say they received two pennies for a day’s labor of hard work. Now at seven in the morning, they are hired and off they go into the fields. Now, about three in the afternoon, the foreman of the field sees that they are falling behind and soon a few men come along seeing if there is any work to be had. The foreman takes this opportunity to add workers. They negotiate a price, which is two pennies. Wait! The morning guys got two pennies for a full day’s work, now these guys get the same for a half day of work? Is that fair? Yes. It is absolutely and without a doubt fair. Both parties made an agreement with the foreman to work for the same amount. It may not be equal, but it is fair because both groups of workers were paid the same amount. We all may not get paid the same, but that is on us. If we agree to get paid a certain amount for a lot, and someone else gets more, this doesn’t equal fair.

Never Give More Than You Will Have to Take Back.

If we give something, what is the cost of if we have to take it back? Once we understand that cost, then we can better determine if we are going to give it or not. No one wants to pay more than they are willing to when giving a reward or even an earned reward. Not because we don’t want to, but we have learned that once someone has achieved a milestone, they tend to fall backwards a little bit before they gain traction in their new found circumstance.

Is it better to wait for them to get traction before giving them the reward? It is OK to take a minute before giving, to pause and evaluate the milestone. Is it a temporary reach, will they fall back a little. Wait until the milestone is firm, then give the reward and they will appreciate it more and you will have given it without the danger of having to take it back.