Reducing the stress of customer service

Dealing with irate customers can be a major job stressor. The occasional unhappy customer has a knack for putting darker clouds behind the silver linings of the workplace. Some businesses are more prone to unhappy customers than others; anyone who has to make telephone calls to people who are behind on payments can relate to this.

A good solution for dealing with the stress caused by irate customers is effective customer service training for all employees. There are many things that business owners and managers can do to ensure quality service, enhance customer loyalty and reduce stress for everyone involved. These include:

• Making people feel special through kind words and gestures. There is no substitute for good manners.

• Initiating conversations with customers. Use active listening.

• Offering assistance. Most people are relieved and grateful when a worker offers to help.

• Ending each customer interaction with a “thank you” or “please come again.” The customer is doing the business a favor - gratitude is key.

• Using good telephone skills and etiquette. This includes smiling, speaking in a clear, pleasant voice, actively listening and remaining positive. Employees need to stay on the line unless it is necessary to put a customer on hold and should never leave a customer on hold longer than necessary.

• Knowing ways to calm upset customers. When confronted with a customer with a problem, employees should listen carefully, paraphrase the situation and acknowledge mistakes using non-defensive words and phrases and work with the customer toward a viable solution.

• Once trained, managers should monitor employees to ensure that customer service is handled correctly in all interactions.

While the old saying is “the customer is always right,” abusive behavior is not acceptable. Management should set limits on excessive and provoking behavior from customers and train employees on how to deal with these situations. This includes having a manager handle the problem if the problem becomes too much for an employee to handle.

Once customers start coming through the door or clicking on the company website, the next step is to keep them coming back. April is International Customer Loyalty Month, although customer loyalty should be a priority every day. Customer loyalty programs can give a business a shot in the arm by rewarding customers for their loyalty. This month is a good time for companies to develop or revamp their customer loyalty programs.

According to the Small Business Administration website, a good customer loyalty program may offer any or all of the following incentives:

• Rewards cards, such as punch cards that allow customers to receive discounts or free merchandise after a certain number of purchases (e.g., 10 ten, get the next one free).

• Gifts given on the anniversary of a customer’s first purchase or a free gift when another, more expensive item is purchased.

• A VIP program that customers can join and receive benefits or special information exclusive to members of a club.

• Mobile apps that allow members to use their smartphone to receive prizes, store credits, free products or cash back.

• Something as simple as a handwritten note or telephone call of appreciation.

Aside from a formal customer loyalty program, maintaining the basic tenets of good customer service will go a long way toward reducing day-to-day stress in the workplace.