Customer service: What I have learned in the past few years!

@image: A cyclist in kathmandu / bhojraj dahal

"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."

― Maya Angelou

I have spent almost five years in customer service. People are generally talking about good or bad customer services but form the past experiences I have learned one thing “Either there is a good customer service or no customer service at all. No good or bad customer services.”

 Customer service is a positive attitude; it is a passion, not a job. If you do not have the passion working in customer service field, you are in the wrong zone. Either changes your passion or job.

In today's customer-oriented society, satisfied customers are the key factor in your success in both business or in the service industry. Timely, friendly, proactive service is sought to enhance future business growth.

There are some focal points for the excellent customer services;

• Active listening: We usually hear our customer but we do not listen to them which creates a communication gap. Listen to your customer first! People need to feel valued. More than 80% problems create due to the lack of active listening/ conversation. Active listening plays a vital role.
• Focus on the problem: Do not talk unnecessarily or non- relevant things to the customer. Focus on the issue and solve it.
• Be positive: Always think, it's a brand new and wonderful day today. Be positive and start your day with positive vibes and energy. Positive thinking helps you to get rid of the difficult situation at your workplace.
• Break the rules: The real customer services representatives are born to break the rules. If breaking the rule does not harm your company, break it! Do not hesitate! Sometimes your company policies stop you to fulfill the request of your valuable customer, break it! (But do not break the company culture and principles)
• Polite, humble and honest: if you are a good human being or want to be, you must be polite, humble and honest. Honesty is the best policy. It’s a fundamental rule of a human being. Customer service representative should be a good human being.
• Interpersonal skills: You should be a ‘versatile 'People's Person', who possesses excellent communication and Relation skills. Positive use of language is the most important skill of CRS. Thank you and sorry are the two amazing words gifted to us. Use it as much as you can!
• Product knowledge: If you are selling a product or service, keep update about it. You must have excellent knowledge about your product you are selling or service you are providing.
• Feedback: Always ask feedback from your customers, co-workers, and friends. Find your strength and weakness. Your weakness is the important lesson for better improvement. Take it easy!

After all, customer service is everyone's job. Without good customer service skills, you cannot make progress in any business, careers, or in personal life.

 (Disclaimer: I am not an expert in customer service field. I am still learning. This is my personal experiences and I am sharing with you. Comments from the experts are welcome. Thank you. )