Some problems seem to be outside of your control. Expand your ability make customers happy by viewing challenges from a new perspective.
- One of the first personal development books I ever read…was Stephen Covey's The 7 Habits of Highly Effective People.…It contains a number of lessons…that can be used in customer service,…in business, or even in life.…One of those lessons that's always stuck with me…is to focus on what you can control…and stop worrying about what you cannot control.…In customer service, we're often expected…to solve problems that are beyond our control.…For example, a storm might cancel a flight.…
Now customer service agents must find a way…to reroute stranded travelers who are angry about the delay.…A manufacturing problem…might cause a popular product to be backordered,…making customers frustrated…that they can't get what they wanted right away.…Or a new law might require a company…to change a policy that annoys customers…who liked the old way of doing things.…I've adapted a technique from Covey's book…to help us overcome these types of obstacles.…
You can download the Expand Your Influence worksheet…to help you with this exercise,…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.