Therapist Andrea Wilson is an expert in asking questions. She’s not one to hold back and nothing is off-limits.
Her success rate in restoring mental wellbeing in patients is exceptional and that’s because her real talent lies not just in professional prying, but also in listening.
So when the answer comes she’s all ears – and she’s also developed a sixth sense for baloney!
“I know when someone is telling me the truth or spinning a line they think I want to hear – and when that happens I keep probing until I get to the bottom of things.”
Andrea may be dealing in phobias and addictions, but it could just as easily be retail, local government or energy provision.
Because her goal is to deliver a first class level of Customer Service and the skills she uses in her consulting rooms are transferable to every kind of business.
So if you’re applying for one of the many Customer Service vacancies on s1jobs, here’s some expert advice from Andrea to get to the top of your game.
- Talk to your customers
They are the real experts in your products and services. Find out what’s working and what’s failing to deliver. Keep asking them questions and pay close attention to the answers. People can tell when they are really being heard.
- Stay with it
Don’t try to move away from an uncomfortable situation. If you get an unhappy customer off the line or off the premises quickly, they’ll still be unhappy and won’t hold back in telling others about the experience. Keep the conversation going until some kind of resolution can be reached. You’ve a great opportunity to turn a critic into a supporter of your business, so don’t waste it.
- Follow up
If you’ve told a customer you’ll get another department to look into the details, it’s your responsibility to make sure that happens. You’ve given your word, now it’s your job to keep it.
- Have fun
Customers are not the enemy, they are your partners in delivering a great service. So enjoy working with them. It will make your day go in a flash and will brighten up theirs too.
- Make a nuisance of yourself
If you get regular calls about one particular product or service causing problems, don’t sit on that information. Take your evidence to someone in your company who can change things and keep on the case until you get a result. It might not make you popular, but your professionalism will shine through.
Visit s1jobs for all the latest Customer Service vacancies