CS! what and why!?

Most of the people in the world believes that customer service means “a designation where lot of female employees work with a pinch of male employees who just answers the call, tries hard to convince, talks something irrelevant and hangs up the call!”

Is that customer service?

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And there are product owners and service owners who believes “one of those teams who enjoys the cushion chairs, systems to watch movies and just handles the calls, but they are needed as it is required to have someone to answer the calls!”

Is that customer service?

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There are other professionals too! Who believes that a team who don’t have enough skills and sitting in those chairs as they couldn’t find better positions!

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There are families of those CS professionals!

They even hesitate to say that their kid or family member is in customer service and they just tell the name of the company and avoids the position casually!

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That’s the situation of customer service professionals almost all around the world!

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You don’t believe!?

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Sit with a random customer service professional and ask the above casually!

If none in just 10 members accepts the above lines, I will delete the article!

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So, what is customer service actually!?

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A team of resources who stands in the front of any brand like a warrior and handles the blunders made by the product or service or someone who actually belongs to the brand!

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They’re actually the advocates who puts themselves on any brand’s customers’ shoes and understands the problem they are worried about and trust me, that too in 2-3 minutes!

What!?

My girlfriend or my bestie’s boyfriend takes one to two hours at least to understand my problem!

For you too!?

Uh sad!

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You know something else about the customer service!?

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There are other departments!

Especially sales!

What’s his job? – To sell the product or service.

Not everyone! There are sales people who are forced to say something irrelevant about the product or service which could excite the customer and purchase it!

Come on! They have some numbers to reach, else they number in the bank account will impact on that month!

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You feel sad about that sales guy!?

Me too!

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But what’s crazier!

In a week or two, the customer calls customer service and storm with anger because of the missing feature which really excited them and the reason why they purchase the service or product!

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Sales guy, his manager, developer, owner, everyone fades away!

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Customer would say, You’re responsible for my trouble!

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Arey! What?

How come I would be!?

No, I’m not responsible for this!?

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Have you ever heard this from any customer service resource around the world?

If yes, he / she is someone who was forced to take that or might have found some other better place to switch!

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They actually say, “Please don’t worry! I will take care of this! Let me fix this. All I need is your patience to let me work on this.”

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Most of the people would agree!

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There are few customers! Who never calm down and starts yelling.

And there are few precious customers among those few too! They are so sweet!

Do you know why!?

After yelling for a stretch, they would say at the end, “Don’t take it personal. I didn’t scold you. I scolded your brand!”

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Antha oru vaarthai! Yaaru samy ivan!? LOL

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Do you want to know more about how such situations can be handled?

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Yes, I can! But shouldn’t I be paid for that? :P

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If you’re a customer service professional, don’t feel down buddy!

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It’s not just one of those roles in this world. It’s the only role in this corporate, which gives you “the perfect job satisfaction” multiple times in a day!

Put yourself on their shoes; forget their arrogance, take their problems as yours. In most of the cases, your brand policy might force you to say NO to them!

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Trust me, none can solve all the problems that everyone faces!???

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Go on! Cross the borders; step an extra mile; find an alternative, convey it in the better way!

Play with the words; that doesn’t mean use stylish words, it means use the simple words in the better way!

Don’t just please! That will annoy the most!

Just tell them your situation frankly! Don’t tell that it’s the policy! Tell them this is the best alternative and convey how that will help them in a better way!

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At the end of the call, if the customer says any positive words, take that excitement while answering the next call!

But if the call is negative, take a break! A quickie!

Make fun of your buddy in next seat, laugh aloud!

Forget that call!

Take the next call fresh!

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Do you know!?

Being a perfect customer service profession, you just don’t shine in the job! The problems in personal life too can be handled in smoother way! Buddy, we will get used to! Don’t we!?

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And are you a business owner!?

Believe, it’s not a simple task! It takes lot of skill sets!

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Keep smiling!

Cheers!; )