Although the New Year has already started, many of us have already broken our resolutions. How many of you have promised themselves to quit smoking, live healthier or lower your weight? And then, you woke up in the New Year’s morning, starving. Pizza and beer turned out to be the best medicine for the “day after” syndrome, but it also meant that you broke your resolutions before this year even started for good.
But wait, does it mean that resolutions count if we make them before the old year ends only?
New Year’s Eve doesn’t have any PROVEN magical powers, so here's the idea: let’s make some resolutions that will help you make our lives a little bit easier.
Here are four important resolutions all customer service agents should make in 2018!
1. I'll try to be nicer to customers
This resolution is so simple and yet - so difficult to keep. You wake up hoping to be the nicest person in the world, but then you are late for your bus, there are no sandwiches left in the cafeteria and your first customer on the phone is a grumpy dawdler.
It's quite difficult to remain a cool, professional representative when you have the impression that today is the day when the whole Universe wants you to feel bad.
However, being nice is a simple quality that makes working in customer support easier. Even if you have to deal with a problematic client or you’re not able to solve their request, things will get much more pleasant if you show a customer that you listen, you want to help and you empathize with them.
And I tell you, even if you think that this isn't your day, you can learn to overcome your bad mood.
For example, by reading this funny (I hope!) post: A Guide to Really Bad Customer Service!
2. I'll use positive communication only
Customer service is about resolving problems. Clients don't contact you because they want to have a chat, they want you to explain something, fix something or do something for them. Sometimes, they might be upset.
Using positive communication is so important for them and for you as it helps to reduce negative emotions and stress. This will help your customers to feel comfortable!
So, forget about the “I can’t do it” attitude. Every time you hear a customer speaking, try to think how to help them, even if in the first moment you’ll say to yourself: “it’s not possible.”
Sooner or later, you’ll notice that positive thinking becomes your habit!
Here’s more about positive communication: How to Use Positive Communication in Customer Service.
3. I'll stay calm when dealing with rude customers
Alright, so it happened. You tried your best, you were nice and positive, but this time it didn’t work. This customer you’re speaking to is clearly too upset to calm down.
It is too easy to lose your cool and start to be defensive or worse - to argue with a client. We all know how easy it is to become angry and frustrated once you have to help a rude customer. But it’s your job as a customer service professional to keep emotions under control and manage the tone of a conversation.
Let me repeat: you’re a professional! No frustrated person can affect the way you feel about yourself.
Here’s How To Deal With Rude Customers and Remain Sane!
4. I'll get engaged in my job more
Many of us don’t like our jobs (or even hate them) for many reasons. We don’t like our boss, colleagues, the job itself or people we have to deal with - the customers. Many of us look for other jobs and change roles, but there is still one thing that doesn’t happen - we don’t like our jobs more.
One of the things that can help us to like our work and people we meet there is to get engaged. There are many different ways you can do that, from paying more attention to your job, asking for more tasks or befriending your colleagues.
The thing is that once you engage, you will get a couple of awesome benefits. And it’s not only about your increased productivity (although it will bring you recognition). When you engage, you will learn more, be a better professional and like your job more!
Here’s more about How Not to Hate Your Job (and How to Learn from It).
Let it be a great year for customer service agents
Ask yourself: was there anything I could have done to prevent the situation? If the answer is yes, do something now and become a better person for it.
Every year millions of people make New Year’s resolutions, and only a few keep them. There are a couple of reasons for that: we set unrealistic resolutions, we have no plan on how to keep them and - yes! - we give up too easily.
It’s normal that you have your ups and downs, but the thing is not to give up on your resolutions. Even if you fail once, it doesn’t mean that you have to resign, right?
There are a couple of ways that can keep you motivated.
For example, you can write down your resolutions and put it somewhere you can see them. Tell others about your resolutions and ask them for motivation when you feel you don’t have enough energy to stick to your resolutions. The last one, my favorite one, is to reward yourself at each milestone!
The above resolutions will help you be happier at work, be a better professional and will also affect the happiness of your customers. So it doesn't matter if it’s the beginning of January or the end of September; there’s always a good time to be a better version of yourself.
Let it be a good year for customer service agents and their customers!