Although the New Year has already started, many of us have already broken the resolutions. How many of you have promised themselves to quit smoking, live healthier or lower your weight? And then you woke up in the New Year’s morning, starving. Pizza and beer turned out to be the best medicine for the “day after” syndrome, but it also meant that you broke your resolutions before this year even started for good.
But wait, does it mean that resolutions count if we make them before the old year ends only? Hell no! As New Year’s Eve doesn’t have any magical powers (at least it’s not proven), let’s make some resolutions that will help you make your lives easier.
Here are four important resolutions all customer service agents should make in 2017.
1. I will be nicer to our customers
This resolution is so simple and yet – so difficult to keep. Some companies make bad customer support and rude staff their business card, that’s nothing i would recommend of course.
Being nice is a simple quality that makes customer support easier and more effective. Even if you have to deal with a problematic client or you’re not able to solve their request, things will get much more pleasant if you show a customer that you listen, you want to help and you empathize with them.
Want to know who’s famous for having awful customer service? Read A Guide to Really Bad Customer Service!
2. I will use positive communication only
Customer service is about resolving problems. Clients won’t contact you because they want to have a nice chat only. They will want you to explain something, fix something or do something for them. Sometimes, they might be upset.
That’s why using positive communication is so important: for them and for you. It will help you to reduce negative emotions and stress. This will help your customers to feel comfortable! And that’s why you’re here, right?
So, forget about the “I can’t do it” attitude. Every time you hear a customer speaking, try to think how to help them, even if in the first moment you’ll say to yourself: “it’s not possible.”
Sooner or later, you’ll notice that positive thinking becomes your habit!
Here’s more about positive communication: How to Use Positive Communication in Customer Service.
3. I will stay calm when dealing with rude customers
Alright, so it happened. You tried your best, you were nice and positive, but this time it didn’t work. This customer you’re speaking to is clearly too upset to calm down.
It is too easy to lose your cool and start to be defensive or worse – to argue with a client. We all know how easy it is to become angry and frustrated once you have to help a rude customer. But it’s your job as a customer service professional to keep emotions under control and manage the tone of a conversation.
Let me repeat: you’re a professional! No frustrated person can affect the way you feel about yourself.
4. I will get engaged in my job more
Many of us don’t like our jobs (or even hate them) for many reasons. We don’t like our boss, colleagues, the job itself or people we have to deal with – the customers. Many of us look for other jobs and change roles, but there is still one thing that doesn’t happen – we don’t like our jobs more.
One of the things that can help us actually to like what we do, and people we meet at work, is to get engaged. There are many different ways you can do that, from paying more attention to your job, asking for more tasks or befriending your colleagues.
The thing is that once you engage, you will get a couple of awesome benefits. And it’s not only about your increased productivity (although it will bring you recognition). When you engage, you will learn more, be a better professional and like your job more!
Here’s more about How Not to Hate Your Job (and How to Learn from It).
Let it be a great year for customer service agents
Ask yourself: was there anything I could have done to prevent the situation? If the answer is yes, do something now and become a better person for it.
Every year millions of people make New Year’s resolutions, and only a few keep them. There are a couple of reasons for that: we set unrealistic resolutions, we have no plan on how to keep them and – yes! – we give up too easily.
It’s normal that you have your ups and downs, but the thing is not to give up on your resolutions. Even if you fail once, it doesn’t mean that you have to resign, right?
There are a couple of ways that can keep you motivated.
For example, you can write down your resolutions and put it somewhere you can see them. Tell others about your resolutions and ask them for motivation when you feel you don’t have enough energy to stick to your resolutions. The last one, my favorite one, is to reward yourself at each milestone!
The above resolutions will help you be happier at work, be a better professional and will also affect the happiness of your customers. So it doesn’t matter if it’s the beginning of January or the end of September; there’s always a good time to be a better version of yourself.
Let it be a good year for customer service agents and their customers!
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