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Written by Sarah Szczerbiak - Technical Support
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 As we move through our daily lives, we often discover that our perception of an issue has much to do with the eventual outcome of the situation. We can see this principle in action by doing something as simple as vowing to alter our mental attitudes when we're having a bad day. I find a lot of strength in the phrase "Chin up, eyes forward," to remind myself to focus on what's ahead rather than becoming bogged down over things that are in the past and cannot be changed.
Perceptions also play a vital role for employees of the customer service sector. In a recent post within the "Service Untitled" customer service blog (http://www.serviceuntitled.com/perception-is-key-to-customer-service-excellence/2010/02/19/), the author details her experiences in obtaining service from a mobile phone retailer. Her perception of the level of customer service being offered to her was altered when she walked into the store to make an inquiry, only to notice that there were several employees who were not currently engaged in helping other customers. She became frustrated because she felt that she should have been offered quicker service and did not understand the reason behind the delay. Ultimately, she walked over to one of the representatives, explained her situation, and was assisted by the store manager, which in turn improved her perception of the service that she (eventually) received.
As any customer service representative knows well, a customer's perception of an issue may differ greatly from the actual severity of the circumstance. Especially in times of high call volumes, it's tempting to politely interrupt a customer's sob story about how if they don't get assistance within the next two seconds, they'll lose their job, or at the very least, their sanity. Oftentimes, by the time the customer is able to completely explain the situation, we feel that we would've been able to help them ten times over, if they'd have just let us get a word in edgewise. However, as this blogger points out, it is important to lend a sympathetic ear, and offer the user specific suggestions to help them ease the stress of their perceived issue. After all, a customer's action's are driven by their opinions about a specific company or product. Positive impressions will often propel a customer to choose one company over another. Therefore, since customer service representatives are so strongly linked to the face of the company they're employed by, it is especially important that the customers they serve feel that they've received personalised, empathetic service, each and every time. |
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Charlottesville, VA 22903
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