Wiping the Slate Clean in Customer Service

Video Transcript

"In this section we're going to be discussing a model known as 123s of customer service. I'm Pamela Unruh with Expert Village. Also in step one of the 123s of customer service, let's talk about just using a whole new clean slate with every customer that you deal with. We talked about how it is important to deal with each customer individually. It's just as important not to let bad experiences carry over. Maybe the last customer you had was particularly a tough customer and we will be discussing methods of dealing with them in another section. But it's very easy to have somebody ruin your day the key is just don't let them. Now when a customer is angry or upset about an issue, the best thing to remember is most times it's really not personal. They're upset about specific issues. Now a customer can do things to upset you but it's not fair to carry that experience over to the next customer. I know it sounds like I'm picking on convenient stores a lot it's just that I have a lot of different experiences of convenient stores. But I've gone into a convenient store before where the customer in line in front of me was particularly rude, nasty, abrasive and the clerk was also mad at me. As if I had anything to do with it, was it fair no. You may need to take a minute before you go on to deal with the next customer but just remember wipe the slate clean deal with your next customer as an individual, different customers different experience."