positive attitude in customer service

21 December 2020

The power of adopting a positive attitude in customer service

In this week’s blog, we’re going to be taking a look at adopting a positive attitude in customer service.

We’ve all been there at some point – being served by someone jaded and indifferent. It profoundly alters your perception of the whole brand because, at that point, that customer representative is the face of the brand to you. Companies don’t want to be seen in a bad light and definitely doesn’t want to lose one or more customers to a bitter customer service experience.

What could happen in a bad customer service experience scenario?

Let’s imagine what happens in a positive customer service experience for a second here. The customer has a question or a problem, and she reaches out to a customer service agent. She is welcomed by a friendly, attentive, and professional agent that listens to her complaints. Even if she is a bit on the angry side, the agent takes the time to calm her down, assesses the situation, and helps her with the problem she’s having with the product. Even if the agent isn’t in a position to solve a specific issue at that moment, the agent’s friendly attitude is enough for her to give the brand a second chance.

Because at that point, the customer knows she’ll be well taken care of in the future. This is every customer service department’s dream. This is the power of a positive attitude in customer service.

So, how do you make a difference by adopting a positive attitude in customer service? What are the core tenets of a positive attitude in customer service?

• Starting with a warm welcome: Opening up the conversation in a friendly manner goes a long way. Making the customer feel in good hands is always a good idea as it makes them feel like they are in good hands and their problems are going to be resolved professionally and as fast as possible. Additionally, if things are about to turn sour, it’s hard to be angry at a friendly and attentive person whose job is helping you out.

• Putting yourself in the customer’s shoes: If the customer is contacting your customer service department, that means there’s something wrong with the product they paid good money for. The issue at hand could even be time-sensitive, meaning it requires immediate attention. There is a multitude of situations that can affect the customer’s mood and his/her attitude towards you. Showing a little empathy in these situations is always a good idea. And remember: a dissatisfied customer will share the bad experience with family and friends, and bad news travels fast. You would do the same.

• Dealing with difficult situations: You can’t please everyone, and sometimes the customers get a little belligerent. The agent should always try to deescalate the situation and never lose his/her calm. The last thing anyone needs is an argument. The best way to deal with a rude customer is to acknowledge the difficulty of the situation and involving them in the solution of the problem. Having something to work towards together as a team usually prevents this behavior and leads to better results and better customer experiences.

• Positive attitudes reciprocate: In the customer service context, annoyance and frustration is a part of the conversation. A positive can-do attitude goes a long way to alleviate the bad vibes. It helps agents find common ground with the customers. This includes being upfront with your faults, admitting mistakes, and apologizing for any defects in the product.

At the end of the day, customer experience is a function of customer service, among other things. In an age where customer service is a part of marketing efforts for the most part, it’s impossible to reach every single complaint if you wait for the customers to reach out to you. You need to reach out to them. Leveraging social media is the perfect way to do it, as customers post their grievances online all the time. We’ve touched on this in our blog before, which you can find here. It’s time to start converting every social media post into a support ticket to help you with your customer service/marketing efforts with an omnichannel support system, and Desk360 does just that.

Check Desk360 features out today and start taking care of your customers with more care and spread the positivity.

Sending . . .

Your newsletter subscription has been activated successfully.

Subscribe for the latest news

Join us for the best source of information for customer service.

Most Viewed Posts

3 tips for a great omnichannel strategy

10 July 2021

3 tips for a great omnichannel strategy

In this blog post, we’ll explore what omnichannel strategy really means and what you can do to make the most out of it. Consumers today have high expectations, expecting simple, connected, and personalized digital experiences at all times. Given this situation, brands want the tools and...

Conversational Commerce: A new era of customer communication

21 July 2021

Conversational Commerce: A new era of customer communication

In recent years, instant messaging has surpassed emails as the primary method of official communication. According to eMarketer, messaging apps had around 149.8 million users in the United States in 2018, with that number expected to rise to 171.3 million by 2022. More and more consumers now get...

WhatsApp for Customer Service: A Brief Introduction

21 June 2021

WhatsApp for customer service: a brief introduction

Customer service has evolved over the years. From in-store visits of old to phone support, then a transition to email, and finally we have instant messaging platforms to streamline customer support even further. Using WhatsApp for customer service does just that. It’s a fast and convenient...

Using Desk360 for customer communication

21 August 2021

Desk360 e-book: Using Desk360 for customer communication

Studies show that when clients have a terrible experience with the service or product of a brand, they lose trust in that business and sever all ties with that company. Customers who have a positive experience with a brand are more likely to suggest it to their family and friends. When we consider...

Social Media Customer Service

10 December 2020

Social media and the impact of providing good customer service

Assessing the impact of good social media customer service and exploring the potential rewards of a strong social media presence is golden to businesses. Social media has transformed the way we communicate, distribute information, and create content, and even context. Through the years since its...

WhatsApp Business for Customer Service

10 August 2021

Why should you use WhatsApp Business for customer service?

Businesses in e-commerce and consumer-focused services have realized the importance of being able to deliver excellent customer care to their customers, regardless of the channel they use. This multichannel approach has proven to be a very successful one, as companies all around the world are...

gamifying customer service

21 January 2021

Gamifying customer service: level up your agents

The idea of gamifying customer service has been around for quite some time, and it has been adopted by many businesses around the world. Though it’s not new, the tried-and-true nature of it alone is enough for a lot of big businesses and start-ups alike. The point of gamification is to...

live chat support

21 April 2022

Live chat support: the lord of the written channels

The world we live in is constantly changing, and customer expectations are changing with it. We started moving to a digital world a long while ago, and in that digital world, speed is paramount to success. Customers value speed more and more. When they contact you about anything, they expect a...

The many benefits of using a Mobile Chat SDK

10 September 2021

The many benefits of using a Mobile Chat SDK

Is it absolutely necessary to include an instant messaging option in your app? Whether you see it or not, most of your customers nowadays expect timely responses to their questions. Although email customer support is still available, most consumers expect companies to have an instant messaging...