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Being a Customer Service Rock Star: A 10-Step Plan

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Demonstrating Character is the the first step in Being a Customer Service Rock Star.

People do business with people they know and trust. They have to know you to trust you and trust is built on Character. People of Character work in organizations that have Character providing their customers with products and service of character. Have you ever met someone of good character working long term for an organization that sold products or services without character? I’ll bet your answer is no.

So, how do you demonstrate character in a customer service environment? Simple and definitely not easy: Make very few promises and keep all of them. Do not make a promise you can’t keep and make those promises concrete.

Words and phrases to avoid:

• I’ll try
• I’ll do my best
• We should be able to
• There is a good chance
• We might be able to

Why avoid these phrases? Because customers hear maybe phrases as a solid promise. We will add to this list of words later in the article.

Instead practice saying no (which is one of the most assertive things we can do, as long as it is done in the right way and for the right reasons) here's an example of how to say no in the right way:

Customer: “I’d like an answer by 2:00PM today.”

Customer Service Rock Star: “Mr. Customer I would love to make that promise. Unfortunately, knowing our process and systems like I do I can’t make that promise. I will commit to personally calling you with the answer, followed by an email for your records, by noon tomorrow. How will that impact your plans?”

Telling someone they can’t get exactly what they want is OK. How many of us expect to get exactly what we want? And if it’s done in the right way we can demonstrate our professionalism and care about retaining their business.

Sorry is Not a Dirty Word
Even if you’re not feeling genuinely sorry for the callers situation, you are probably sorry that you must handle the call. Saying “I’m sorry…” does not mean you are taking responsibility for the problem, it means that you acknowledge the caller is experiencing stress and anxiety.

"I'm very sorry this is happening. I know if I were in your shoes I would be upset too. Here is what I can do to help ____________________ "

Empathy means you understand their position. It doesn't mean you have to agree with it. It does mean that you are taking the time to hear them.

That ringing you hear means it’s time to listen & build rapport
It takes time to win a customer -- even if you don't make the appointment or sale. It takes just seconds to unmake an appointment, sale and even a loyal customer.
Even if you do not agree with their statements, be willing to listen. Demonstrate listening by using active listening skills. What exactly does that mean. As Steven Covey said, “Strive first to understand and then to be understood.

Use the soften acronym

S-Smile
O-Be open in your body language and your attitude
F-Focus on FEELINGS theirs, yours. Feeling are important.
T-TACT listen with tact and respect
E-use your eyes and ears to support them
N-Nod to keep physically engaged in the conversation

Transfer Etiquette
Regardless of how brief your conversation has been with the caller, you have built some rapport-you have both shared the experience of the call so far (be it good or bad). So if you need to pass the call on to a manager or specialist, do so with a ‘warm’ transfer. This means that you transfer the call to a third person while the caller is still on the line. They can hear you and the new person. A transfer is not a hot potato. Take time to explain the details with the caller on the line so they know what has been said and don’t have to repeat information. Having the caller on the line also removes barriers, they will feel less defensive and less confrontational with being handed off to someone new that they do not have a relationship with.

• Sign-up for our free 'Being a Customer Service Rock Star' webinar and learn the 'S' Curve of rapport building

Breath easy
It may sound strange, but breathing takes practice. Even when you are not feeling under pressure.

Take a moment now to 'tune in' to your breathing. Place one hand on your stomach and one on your chest. Notice if you are taking slow, deep breaths that begin low in your stomach or shallow, hurried breaths that only use the chest area.

Controlled breathing techniques will keep you calm and focused on finding a solution for your caller rather than getting sucked in to their emotional state. Your calm, controlled breathing will breaks the callers stress cycle so they can hear you and become open to your help.

If you find yourself getting anxious on a call, try pausing for a moment, taking a deep breath and then saying in a calm and gentle tone “okay, let’s take a breath”. This allows you and the caller time to pause and refocus. Then continue along the ‘s’ curve and focus on finding a positive solution.

Take the journey together
You are already at an advantage. The caller called you for information, knowledge, help and assistance. So you don’t need to make the caller feel more defensive by trying to sound smarter than them.

Honor your character
There is never a situation where a lie is better than the truth. A lie may get you out of an uncomfortable situation, but it will eat away at your character and the character of your business.

Telling the truth can be done with grace and understanding, and it is simply the right thing to do. That does not mean it is easy, but protecting your character is not easy either.

Be an Attitude Rock Star
A smile in your voice speaks a thousand words. The caller can’t see you but they can hear your smile. If you are having a good day and are feeling good, the caller will know that you are going to take care of them and this reinforces that you are the business they want to be with.

Taking a customer calls is like being an attitude rock star. If you're having a bad day -- hide it. Your audience (the caller) has paid (with their time) to experience professionalism from you, not a bad attitude, abuse, lack of information or negativity. And you will find that by creating a rock star attitude you will turn your bad day into a better day for yourself along the way also.