Customer service – blackenterprise.com
Happy Friday! TGIF, especially Friday right before a long week-end…
As a corporate sister, accountant and auditor, I’ve had the pleasure to study and work with a number of corporate agents who’ve all taught me a thing or two about success at work. And while most would think that the greatest work insights may be gained from the corporate leadership and management, I’ve actually learnt some of my most valuable lessons about work and success from the unsung, invisible heroes of Big Corporate.
Like Naila P. Naila is a lead customer service agent for a leading Fortune 500 company. She’s an ambitious, striving corporate sister who takes her job seriously, and believes in her company’s mission. As I watched Naila perform her job, handling call after call from disgruntled, more or less disgruntled and straight-up “out there” customers, I learnt more about success than when listening to many a CEO’s speech:
1. It’s all about SERVICE!What can I do for you? How can I assist you today? Thank you for calling, I’d love to help you with this! There’s a reason why Naila’s job is called “customer service”. And maybe if more of our job responsibilities included the word “service”, we could have a serious shot at being successful. The answer to most questions at work is really about what you can do to help others and the Company at large. What can you do for your manager? What can you do to improve the quality of your department’s work? What can you do to be of service? If you want to be successful, ask yourself these questions.
2. Always, always provide solutions, not problems! One of the things I noticed about Naila was her readiness to offer solutions to the customers calling in. Can I update your information to resolve the mismatch in database information? May I direct you to our Consumer Support group to address this issue? When faced with problems, rather than re-presenting the problem in a different way, offer solutions!And never underestimate the power of following up to ensure that your customer, manager or business contact is satisfied!
3. Attitude is Everything! I have to admit, I have been that disgruntled customer calling in to complain about a defective product or system. Yet it’s not until I was on the other side of the line, watching Naila respond to horrible comments with the most positive attitude that I realized that yes, attitude really is everything! In your career, you will probably face more downs than ups, and will be tempted to gamble your luck or respond inappropriately. Yet we often fail to realize that a positive attitude is the precursor to success!
So to all those who strive in the shadows of Big Corporate, thank you! And to you Naila, you are on your way girl!
The Corporate Sister.
