How To Thrive In Customer Service

how to thrive in customer service customer service is at the Forefront of interacting with your customers they are the gateway to getting to know you it's not an easy job turnover is high and the reality of the job is you have to deal with upset and pissed people all the time so how do we tackle that how do we make everyone happy boy oh boy this is not an easy question but we're going to try to answer with some 10 principles of how to do this right in order for you to thrive my name is

Dominic I'm a customer experienced Enthusiast I've been doing it for 15 plus years I've been 11 years as end this consultant and I love helping people and you know who else loves helping people Maxine Mano today's video inspiration Maxine at this point just come on a podcast man let's just share information and uh let's give value into the sphere I know you'd love it I sure would okay first principle you first it's like the airplane ride where they ask you in the safety measures to put your oxygen mask first because if you can't help yourself

you won't be able to help everyone else try to make yourself comfortable and learn as much as you can so you can do the job better create articles in the knowledge base so people can selfs serve and this knowledge based article of how to solve requests you can share with the rest of your team create templates for how to answer customers if you do something repetitively number two is customers matter customers are the bread and butter if they weren't here you wouldn't be here and I certainly wouldn't be here either customers are the lifeblood this

is what I always tell our team I am not your boss our clients are our bosses because they are the ones that keep the business alive so treat your customers well because if you do you can still have a job and the bonus is if you like your job and you chose it wisely then those customers need to be treated well so do your best to give them a meaningful experience and try to be helpful that's all just be helpful third principle is customer support is a feature customer support if Done Right is the differentiator

between two exact same products anybody can reproduce a product can sell the same thing but the leading differentiator is how you make make people feel when they buy from you if you make a promise and you keep it then those customers will come back to do business with you again there's a study done by zenes and um in one of their reports and I think it's like uh 3/4 of people are ready to switch Brands if they get to negative experiences with one company the leading differentiator for you can be customer service because if you

make people heard and understood they will come back which leads us to principle number four which is keep your promises you should 100% be honest with your customers don't try to act smart and use technical jargon to try to seem smart and confuse people because people don't respond well to that they're just going to get more upset with you if you made a promise that you're going to give a good product and people trust you and buy it and then uh they're happy with what they got but you know they have some small problems where's

my invoice how do I turn it on when is the next spilling can you add my company details blah whatever it is if you assist them with that and they will be happy that you listen to them and if you promise them you will fix something for them again your customers will come back to you and they'll be happy to do business with you again and that's a win for you by the way if you like this content please like And subscribe to this YouTube channel I'd be really grateful and uh yeah let's continue principle

number five is great and I love it create happiness this trickles into the hardest part in my view about this job and that is this job is not easy especially when you're dealing with somebody who is already a bit upset because people as a general practice they try to resolve the problem themselves first and only then if they can solve it they come to you so they're somewhat annoyed maybe you know they hide it they're you know polite or most of them aren't they just come in and just throw bad words at you and that's

what makes it hard you know you're a person receiving ends and you're like oh man this why are you talking to me like that so by all means try to not take it personal and uh just try to be empathetic with what these people are going through and remember that sometimes this person is you looking for support and you want to be treated nice so don't try to mimic the same energy that they have cuz it's only going to get worse creating happiness is being empathetic my personal take is don't sugarcoat it too much just

get to the solving part of it like don't be super polite just try to solve it as much as possible giving it a personal touch like you can use an emoji or a gift just figure out that the other person is probably bored and uh if you do solve the problem then you you know everybody's going to be happy if you're uh unique and you create a nice environment the next principle is lovely I love it simple is better than clever in my view this is the second most difficult part of this job because creating

Simplicity out of something super complex it's actually very hard the more clever I try to make stuff uh sound on my website or in these videos the less interactions the less views they get so the simpler they are the easier they are to understand principle number seven is find a pattern I have the saying like if you do something more than twice just create a mro for it if you create a base and you document whatever is repetitive then it's going to be easy for you to use an AI it's easy for you to encourage

self service and it's going to make your life easier I know it's in the gist of the moment it doesn't seem like it's easy yes for the time being but afterwards it's going to be easy because you're going to have a system which you just have to manage later on so try to look for patterns try to keep it simple and you'll be fine principle number eight is try new things try tweaks to your systems try tweaks to your processes to see if there's any changes if anything goes wrong you will find out immediately and

you can just roll back to how you used to do things this obviously takes you out of your comfort zone because you have to expect some things to go wrong um but the payoff is immensely bigger than just not doing anything so I guess this video I'm addressing to customer services managers out there to encourage you to be a bit more daring and this is the exact mindset that actually makes successful companies be successful for me having completed 350 plus projects this is what I see successful companies do that sets them apart and they do

a better job number nine deliver daily try to make tweaks and updates to your knowledge base for example this is the new God in technology having a knowledge base where you document Solutions where you document processes where you document your product where you document uh Sops so standard operating procedures we make tweaks to this daily the dividends in the future are infinite it's almost something like goes really really slow and then it goes straight up it's hard to see them daily but it's easy to see them yearly because you make these small adjustments and if

you look back 3 years ago you'll see how much this actually makes a difference and principle number 10 is to be grateful let your customers first let them know how grateful you are for them having chosen you tell your team members how much you're grateful for U being there and for helping you and for delivering such an amazing job and try to give them a positive outlook because we need it especially in the online world where everybody's at each other's throats we need that and this is the differentiator because everybody's quick to hate but very

few people are trying to be grateful and trying to be thankful and trying to spread happiness so thanks for watching this video If you enjoyed it please like subscribe follow I'd be really grateful and I'll see you in the next one bye