Change and uncertainty are inevitable in any business, especially in customer service. How you cope with them can affect your performance, your satisfaction, and your relationships with customers. In this article, we will explore some strategies to help you cope with change or uncertainty with a customer service mindset.
A customer service mindset is a way of thinking and acting that puts the customer at the center of everything you do. It means you are empathetic, proactive, solution-oriented, and adaptable to the customer's needs and expectations. A customer service mindset helps you create positive and memorable experiences for your customers, even in challenging situations.
Customer service is not just talking to a customer, it’s remembering you are a customer too. How would you like to be helped, even if you are upset or angry? Remember the customer is not upset or angry with you, they are feeling that way because of an issue or situation that they are having or have had. Be empathetic, put yourself in there shoes, threat them how you would want to be treated. Only then can you start to build the foundations of truly exceptional customer service.
Customer focus creates the good customer service mindset! The best services bring the customer again and a very happy customer brings more revenues and new customers !
A customer service mindset can also be a way to placing yourself in the position of the customer and think of how you would like to be treated from the first point of contact with the organization to the end and make the changes to suit the Customer. Therefore, the Customer becomes a centre of organizational improvements or policies.
A customer service mindset is when you are customer-focused. It means that one is constantly seeking how to improve their service so that customers are happy (or wowed); it is the willingness to go the extra mile, constantly seeking ways to create fantastic customer experiences. It also means showing empathy and understanding when needed by putting oneself into the customer's shoes. A customer service mindset also means taking responsibility and supporting your customers even when things do not go as planned rather than looking for excuses.
Apologize. Listen. Use all of your resources. Keep the customer posted, even if that means “I’m still working on it but didn’t forget about you”. Try different angles. Set reminders for yourself. Escalate the issue. Never stop until there is a resolution.
Change and uncertainty can create stress, anxiety, and frustration for both you and your customers. For example, you may face changes in policies, procedures, systems, or products that affect how you serve your customers. Or you may encounter customers who are unhappy, confused, or demanding due to unforeseen circumstances. Coping with change or uncertainty is important for customer service because it allows you to maintain your professionalism, your confidence, and your quality of service. It also helps you prevent or resolve conflicts, build trust, and retain customers.
Carefully listening & showing compassion & empathy by repeating back the main point the customer is anxious, unhappy or confused about, relays the correct professional groundwork for a trustworthy relationship between the Customer and the Customer Service Representative/Manager/Department. Conflicts can usually be diffused with sincerity, good listening skills, and the golden rule of treating each Customer the same way you would like to be treated elsewhere. Follow up is also essential, if promised.
If the change is internal and not visible from the customer perspective, it’s important to remain professional and consistent. Just because our work day may be a little more stressful and confusing than usual, doesn’t mean we can let our customers see that. If the change affects the customer experience, get on their level and show your humanity. Let them know this change is new for you too and that you apologize for any inconvenience during the transition, but that you’re still there to support them just as you did before. Customers will respect your honesty and transparency in letting them know there may be some bumps in the road during this time of change, but that you’re still there with them, committed to achieving their satisfaction.
It is very challenging to resist change and we should be flexible to adapt and implement it to satisfy customer requirements. Implement a robust change management process agreed by all stakeholders so it can be smoothly executed.
I work in light industrial staffing and many of the clients I service are constantly changing processes or asks. Honestly I try to take a step back to view things from my client’s pov. Why are they making the change? Why is there uncertainty? Maybe it’s something internal happening within their business or w/ their own customers. So when I ask those questions,it’s easier to not “over personalize” I understand that they are most likely making changes or uncertain about things because they are navigating their own business and figuring things out NOT to make my job more difficult so with that in my mind my main focus is how do I help my client navigate change and uncertainty and also continue to add value even if I am operating in ambiguity.
Because, depending on your type of business, the landscape is constantly changing. New products and services are always being rolled out, promotional activity etc, all of which drives contact into your contact centre, so you need to be constantly ready to handle anything customers throw at you, which requires a lot of training and education, new processes, sometimes new systems etc. You need to ensure when you recruit you consider the type of person you want to bring into the team, how do they handle change? Are they able to cope when curve balls are thrown their way etc. Very few contact centres stand still, you need to ensure you have the right team that are along for the ride!
The first step to cope with change or uncertainty is to manage your own emotions and reactions. Acknowledge and accept your feelings, as it is normal to feel nervous, angry, or sad. Additionally, seek support and feedback from colleagues, managers, or mentors who can offer advice on how to handle the situation. Focus on what you can control, such as your attitude and actions, rather than worrying about what you cannot control. Change and uncertainty can also be opportunities to learn and grow; be open to feedback and learning from mistakes. Seek out training or resources that can help you improve your customer service skills and make the most of the situation.
It is not a comfortable situation, ambiguity created stress and pressure. Try to understand the situation and ask for help and clarity and try to be patient and objectively assessing the big picture to find new opportunities.
By shifting our focus towards the advantages brought about by these changes, we open doors to new methods and learning opportunities. Embracing creativity in the process enables us to find innovative solutions and unlock hidden potentials. While diligently reporting any negative outcomes, we work collaboratively with the development team to address challenges and foster continuous improvement. This proactive approach ensures that we not only adapt to change but also thrive in the face of it, driving progress and success in our endeavors.
The second step to cope with change or uncertainty is to communicate and interact with your customers effectively. To do this, it's important to listen and empathize with the customer. Show that you care about their situation and understand it by using active listening skills. Additionally, explain and apologize for any changes or uncertainties that affect their service. Be honest, clear, and concise about what has changed, why it has changed, and how it affects them. Offer a solution that meets the customer's needs and expectations, providing options, alternatives, or compensation if possible. Follow up and follow through on your promises and commitments. Lastly, thank the customer for their patience, cooperation, and feedback.
Lead! Demonstrate leadership, take the stress away from the front line, make sure you as the stakeholder for your Contact Centre are involved in the key decisions, so you can provide reassurance to your team when needed to keep the team focused.
Coping with change or uncertainty is an ongoing process that requires resilience and adaptation. To cope with change or uncertainty in the long term, it’s important to review and reflect on your experiences and outcomes. Celebrate successes and learn from failures, recognize strengths and areas for improvement. Additionally, plan and prepare ahead for potential changes or uncertainties by having contingency plans for different scenarios. Update knowledge and skills regularly to stay relevant and competitive. Seek feedback from customers, colleagues, and managers on how to improve customer service. It is also important to balance work and personal life by setting boundaries, prioritizing tasks, and delegating responsibilities. Recharge energy and motivation by taking breaks, relaxing, and doing things that make you happy. By following these strategies, you can cope with change or uncertainty internally, externally, and in the long term to enhance performance, satisfaction, and relationships with customers.