Why does bad customer service happen?
People get tired of hearing about the importance of customer service. They think, "I already know how to give great customer service; I've heard it all before." Yet, bad customer service still has a dominant presence in this industry. If every salesperson and technician followed through on what they already know about customer service, our customers would be happier and business would be better.
We all know what to do, so why don't we do it?
Life happens. Bad days catch us off guard. Unexpected events throw off our plans. When things don't go our way, we tend to let it take over our mood; and it's hard to give great customer service when you're not at peace internally.
Take control of yourself when you can't control your day
You can't help others until you've helped yourself. When you're not feeling like giving your best customer service, you have to change your mindset. Change your attitude to change your day. It's not about you when you're on the job. It's about your team, the sale, and maintaining, you guessed it, great customer service. Don't let a bad mood, bad day, or unexpected plan ruin your chances of a great reputation in the workplace.
Improve your days to improve your customer service
- Take a break. Just five minutes to yourself can give you a chance to handle a stressful situation, think about a solution and put yourself together to tackle the rest of the day.
- Eat a banana. A healthy snack with a mixture of healthy carbohydrates and natural sugars can improve serotonin levels, enhancing your mood.
- Tell a joke. Making others laugh immediately makes you feel good about yourself.
- Plan ahead. Take time on Sunday to prepare for your whole week. Plan on arriving early everywhere you go throughout the week to give yourself time for unexpected distractions.
- Know your stuff. Staying updated on HVAC news and trends will give you an edge on competition and a sense of confidence in your position.
- Pick up slack. When your coworker is struggling with the demands in the workplace, be quick to help. You never know when you'll need the same help, too.
How do you make bad days better? Tweet me @HVACLearning.