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Step 1
Smile. When you smile, and mean it, your own attitude changes. When you show that you have a positive attitude, it's harder for the people you encounter to have a negative attitude. If you are dealing with a customer over the phone, you should still smile. Smiles are reflected in your voice.
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Step 2
Tell your customers that you appreciate their business. Show genuine concern for their problems or issues and let them know that you want them to remain a customer. The more information you have regarding their activity with you or your company, the better chance you have of making their experience positive.
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Step 3
Pay attention to your customers. Notice their body language or tone of voice. Listen to them intently and address their needs according to their specific concerns. Do not place a customer in a category. Recognize that the person with whom you are dealing is an individual who may be going through a difficult time. Do everything you can to let him know that you will do your best to make his situation easier.
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Step 4
Avoid sharing too much of your own stories that relate to your customers. They need you to assist them with their own problems, not to burden them with yours. Simply saying "I understand" or "I've been there" will reassure your customer and motivate her to give you more information that you can use to assist her further.
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Step 5
Practice effective conflict resolution skills. Once you have heard your customers' concerns, identify or repeat the problem to assure them that you heard them correctly. Suggest solutions based on the information they've provided. Not all solutions will be appropriate for everyone. Offer your assistance or tell them where they can find additional help if you cannot given them what they need. Check back with them to find out if they are satisfied with the resolution.
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Step 6
Communicate clearly and effectively. Consider having a brief statement prepared, but not memorized, that will deliver your point clearly.
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Step 7
Laugh with them, but not at them. If your customer is confused or unsure about how to do something, explain patiently how his problem can be solved. Be sure to pick up on his humorous efforts and respond with a little chuckle to let him know that you support him.
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Step 8
See things from their point of view. Imagine yourself standing in their position, searching for answers. What kind of help would you need? How would you expect to be treated? Answering these questions will help you to begin to see things from their perspective.
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Step 9
Don't complain about your job, your company, your boss or anything else. A definite way to enssure that you will make a customer's experience negative is to be negative yourself. Refrain from any complaints whatsoever, even if the customer is an infectious complainer.
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Step 10
Observe other service workers and notice how they treat customers. Pay attention to their customers' reactions to them as well. Notice when someone is dealing with a customer in a way that you find unacceptable and observe how the customer reacts to that behavior.
