How To Be The Best In Customer Service Jobs

Is the customer always right? Ask that question to a group of people who do customer

service jobs and travel agent jobs and the answers you get will reveal a lot about the companies that employ them and, of course, about the people themselves.

The mantra the customer is always right is one of those business phrases that means next to nothing unless you know the spirit in which it is said. Unpack the idea behind the phrase and youll unlock the secret to the key, core skills of excellent customer service jobs the kind that make customers write to management to let them know how excellently they have been treated.

Travel agent jobs are only one case in point all customer facing jobs encompass the same basic and advanced skill sets, which are to do with handling peoples expectation so they feel as though they are being given extra special treatment when in fact what you are doing is simply letting them have what they are entitled to, according to the rule of the company for which you work.

The customer is always right, in real terms, means this: the customer should always be made to believe that he or she is right, even when you have to guide them into wanting something they didnt even know they werent asking for. Customer service jobs, when you do them well, are about translating whatever your customer is expressing, into the accepted language of the company for which you work.

Travel agent jobs, for example, experience frequent itinerary change requests, requests for different seating arrangements or room upgrades. Theres a right and a wrong way to deal with all. From the customers point of view, any request should be met with a yes (the customer is always right), otherwise he or she feels cheated and angry. From a customer service jobs point of view, however, some requests are beyond the pale.

You cant have a room upgrade for no reason, for example. Room prices are set according to their worth so if a customer wants an upgrade he or she should, under normal circumstances, pay for one. Unless an edict to the contrary has come down from the high command, then, occupants of travel agent jobs, when asked to give a free room upgrade, have to work in a certain way to make the customer think that he or she is being treated as special, when in reality he or she is simply being given service in line with the instructions given by management.

One of the easiest ways to do this is to watch the words you use. When you work in customer service jobs, the word no is very rarely uttered. Make sure you use words and phrases that sound as though you are taking action on the customers behalf even when you arent.

by: Frontiers

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