Anyone who has ever had a customer-related job knows how hard it is to stay calm and satisfy everyone all day long. Customer complaints, complicated or odd requests, and managers who are only there when you make a mistake -- this is a recipe for crisis if you're not prepared. Read this guide to learn how to treat each customer with courtesy and confidence.
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Method 1 of 3: Developing Good Service Habits
Step 1. Be proud of your abilities
Bosses usually talk about being proud of your "job," but service jobs aren't all that exciting. Instead, be proud of your ability to "do" the job. Begin to impress with your handling of each shift. There's no better way to encourage yourself to do better than to believe that you can do better.
In lower-level service jobs especially, you may be treated like you have no personal skills, but that's not true. It takes pressure, persistence, and social skills to handle customers, even at a fast food drive-through window
Step 2. Show your best self
The best way to deal with customers is not to give them the opportunity to dislike you. A big part of that is making a positive physical impression on them. Dress neatly, with clean clothes. Shower regularly, and brush your teeth and use deodorant every day. Walk at an easy pace, make eye contact, and speak in a loud, clear and calm voice. Your customers will instantly feel like they are in professional hands, reducing the urge to criticize your appearance.
If you sweat a lot or have other conditions that make you smell or look less than good after a few hours, see if there's a way to bring emergency hygiene supplies to work and get out 5 minutes in the middle of your shift to freshen up
Step 3. Start with a smile
If you really leave your worries, fears, anger, and doubts at home every day, this is an easy step to teach yourself to smile and genuinely enjoy greeting each customer. Don't doubt yourself -- let your face put on the biggest and most upsetting smile every time you greet someone at work (even on the phone, because a genuine smile comes through in your voice, too). You may be surprised how much difference there is in how customers treat you.
- Don't forget to smile at your coworkers and, yes, even your boss. It's worth nothing but a little self-defense, and it will reduce stress at work if you can keep it up. The smile is contagious.
- Pay attention the next time you go out shopping or visit a restaurant, and you'll notice that some of the waiters always look sullen and a little angry. This is because they are not so focused on work, and worry too much about who they “can” and “can't” interact with. Think about how they made you feel unwelcome, and promise not to make anyone else feel that way.
Step 4. Leave your “self” at home
This is one of the most important skills a service worker can learn, which often separates the part-time worker from the afflicted. In fact, you don't work to demonstrate who you are. You are only at work to get paid. The customers you interact with at work don't know what you don't like, what your favorite food is, or what you think of the clothes they're wearing – and just as importantly, “they don't care”. They talk to you because they need service. Always remember that.
- If you're insecure or nervous about what other people think of you, leaving your worries at home helps you feel more confident in handling customers. Focus on their needs and wants, not what they think of you. They are not part of your private life, so don't care what they think of you.
- If you're always frustrated with your customers or are often discreet about them (even the good ones), leaving those bad traits at home will help you relax and do your job more efficiently. Remember, customers are the lifeblood of the business, and thus your salary.
Step 5. Don't take anything to heart
Customers are not very aware of what they are saying about you; they just get carried away in the heat, for better or for worse. Of course, praise is better than criticism, but after all, each customer's opinion is not as important as the business. Just let whatever they say about you disappear. Continue to provide the best service to every customer, no matter their reaction.
- Never vent a bad experience with one customer on another customer you meet. Separate the incident and see it as it really is – unpleasant, but hidden. Once you are able to realize that, it becomes easy to ignore. The only time a bad customer experience gets worse is if you pass it on. By not taking the customer's words to heart, you can be sure that the negative mood is stuck in you.
- Be proud when you receive a compliment. However, don't use it as an excuse to stop trying to provide better service. The people who receive the best reviews from customers are the ones who never stop trying to make them feel happy and comfortable.
Step 6. Be serious about your customers
Most young or inexperienced workers have been scolded (or even fired) by their bosses for laughing at ridiculous or disrespectful customer requests. The fact is, you should always, always, always assume that the customer is serious. Customers rarely joke around, and there's no way of knowing what they're thinking when they talk to you. Be pleasant and genuine when responding, no matter how they sound to you.
- Remember, even in a typical service job, you will occasionally meet customers with mental illnesses, disabilities, or speech impairments. If you make it a habit to always take your customers seriously, you will never feel awkward about being rude to someone about something they have no control over.
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Sometimes, customers just joke about you. It is okay; it may not be fun for you, but remember, this is not a problem and will not make a difference in your life later. Remember the steps you've read and step away from the experience. Don't take it to heart.
Very often, if you respond to a "joking" request as if it were serious, you can blow the joke off and deprive the rude customer of attention without being rude. The customer may assume that you will not respond; but when he sees you will do anything to satisfy the request, his opinion of you will change for the better
Step 7. Be humble
The humble worker has all the qualities mentioned above. He provides continuous service no matter the customer or customer attitude, smiles and tries his best with everyone he meets, and doesn't let personal conflicts or bad deals color his actions. The humble service worker also knows when it's time to turn to the boss. There are times when you can't satisfy a customer, or can't fulfill a special request. That's what bosses are for. Don't be shy about asking for help.
- Don't look frustrated or angry when you have to call your boss to deal with a customer; better, think of it as an extra step you're happy to take to make sure they're satisfied. Customers want to make you feel good that you are working to their advantage, not feeling guilty or angry that their requests bother you.
- After the transaction is complete, ask your boss (after the customer has left) to explain what they did, and what you should do the next time a similar situation occurs. Sometimes you can learn new things and useful information in order to provide a better experience for the next customer.
Step 8. Don't rush the customer
You should always be in a hurry to help them, but they can take as long as they can. If a queue is forming behind a very slow customer, see if you can get someone to help serve part of the queue for you.
If no one else can help, keep smiling and friendly. Customers know it's not your fault that queues are long; they probably won't forgive you if you seem to slow down with a temper and make mistakes
Method 2 of 3: Customer Problems and Customer Complaints
Step 1. Learn more than just the rules
Most service businesses have clear rules for workers. However, there is always a second, more flexible “rule” that allows you to break the rules to satisfy customers. Knowing this will help you do more than just do the job (which more often than not calms the customer no matter how it ends) without getting into trouble.
Most often, only management should make this exception, but ask and study as many customer situations as you can where you may violate the rules. Sometimes, pleasing an angry customer is simply showing that you will make an exception for them. Learn how to do this safely
Step 2. Ignore something
Sometimes, customers lose their courtesy and say something impolite or mean. Nine times out of ten, if you ignore it without responding to what is said, the customer will immediately feel guilty about what he said and be calmer later.
If you can immediately respond to an insult like you didn't take it "meant" as an insult, that's even better. The customer will be nice to you at the end of the transaction, because he or she is given a free second chance at a touch and wants you to be unaware of his true intentions
Step 3. Kill with kindness
This doesn't mean being passive-aggressive; this means responding to problematic customers in the same way as responding to favorite customers. Most customers who nag at you are just trying to get a response so they can complain again. Don't give them that satisfaction. Continue to provide service with a smile and a good attitude, at least until the customer crosses the line and hurts you verbally. (At this point, more drastic measures may need to be taken).
It's okay to talk about customers, but stay away from other customers, and do it after they've left. If you don't have a place to talk about bad customers with coworkers, it's better to keep it to yourself and take it out at home
Step 4. Talk to management
When a customer has a recurring problem, it is up to the store management team to make provisions for dealing with that customer. Let them know if a customer is really causing you and your coworkers a problem, then ask for advice on what to do. In some cases, problematic customers will be removed from the store; In most cases, managers will take on the responsibility of serving customers.
Step 5. Know your limits
“The customer is always right” is a service guide, not something to let customers trample on you. Doing whatever you can to please customers is different from enduring the shame and pain of work. While it's important to be strong and not let things get you down, once in a while, customers will break boundaries. At such times, you can calmly ask him to stop, and explain how you feel.
- Sadly, your freedom to respond to customer harassment varies from company to company. Generally, however, you may act if you are personally attacked, humiliated or fooled in front of an audience, or physically assaulted.
- If the customer still won't stop attacking you, ask a coworker for help. You always have something to do with the customer with the help of a manager or co-worker who is willing to shoulder the burden.
Step 6. Stand your ground
Very, very rarely, a customer decides to spend his or her time ruining your day for no good reason, and no manager or coworker can help. At this time, you have to protect yourself first. Don't tempt customers to yell at you with emotion, but don't accept being harassed either. Have the customer wait while you search for the manager; if they don't want a manager, tell them you can't help, and they should leave. Look them in the eye and don't give up on what you have to say.
- Again, staying calm and controlling yourself is important in this situation. Don't raise your voice or say anything rude, and don't cry. Don't let yourself smile or get angry. Any sign of uncontrollable emotions will make the customer angrier or lead him to continue harassing you.
- Don't ask them to leave, tell them they "need" to go. You can explain yourself, but don't take too long. If you're suffering from massive customer harassment and there's no one around to help deal with it, it's better to break the rules than get trampled on. A good boss won't fire you for defending yourself in such an extreme situation.
Method 3 of 3: Creating a Positive Coworker Atmosphere
Step 1. Understand why coworkers are important to you
Having a coworker by your side has many benefits. If you get along with your coworkers, you have people on your level who can empathize with your everyday experiences, which lowers your stress level at work. Coworkers who like you are also easier to ask for help, and more likely to help you without being asked. Finally, coworkers can provide warnings about management changes, upcoming reviews, and anything you do or don't do that might result in disciplinary action.
Experienced service workers often say that working for customers can be challenging, and even fun, as long as you and your co-workers like each other. Feeling like you are part of a valued team increases your job satisfaction
Step 2. Treat coworkers like customers
In particular, smile and greet each co-worker, even if you don't like or care about them, and even if they don't smile back. People are full of doubts, but almost everyone appreciates someone who likes them enough to smile without trying to hide it.
- You should also adhere to the rule of leaving your “self” at home when interacting with coworkers. Don't get emotional with them. Keep the conversation light and unimportant.
- Don't assume your co-workers agree with you. Better yet, ask them what they think about something, so you can respond with your opinion so you don't offend or corner them.
Step 3. Be friendly
Even if you don't really like socializing, pretend to be at work. Once you've gotten used to the workplace, invite coworkers to accompany you for a coffee or beer after work – and keep doing it every week they say yes. Agree to spend time on other people's events, if they invite you. (If not, try not to worry – it's probably not personal.) Make conversations with coworkers whenever you're taking a break or having free time.
Don't pressure other people to spend more time with you. Sometimes, your coworkers won't be interested. That's okay – again, don't take it to heart. Stop social invitations if someone keeps turning them down; reduce the small talk to just “hello” if someone looks like they want to take a break and not talk to you
Step 4. Work hard
In the end, the best way to impress a coworker is to be a good worker. Find things to do when you have free time, to reduce the burden on coworkers later. If you can, always try to help coworkers with whatever they need to do. Don't wait to be asked; offer your help. Ask more experienced coworkers how they did something very well or quickly, and take their advice to heart – everyone loves to be appreciated for their expertise or knowledge.
Step 5. Don't gossip
You don't have to ask other people not to gossip (this will only make them angry), but don't do it. In particular, if you feel the need to talk about someone in their absence, talk like they can come and listen to you at any time. Stay neutral when someone complains to you about someone else by saying things like "I don't know, I'm okay with working with them." You can sympathize with other people's problems, but don't make them yours.
If you have interesting or useful information about a coworker you'd like to share, that's fine as long as you let out negative judgments and emotions. Say what you know, and let the other person fill in with their emotional response
Step 6. Communicate clearly
Familiar with co-workers is not just by being nice. You should also be able to act calmly and clearly when problems arise. Your co-workers already know you as someone who is always smiling and happy to talk to them; now show that you can't be trampled on just because you're friendly. If a coworker takes advantage of your work, blocks an important line, or interferes with your work, tell them immediately.
- Again, leave emotions out of trouble. Explain yourself clearly and calmly. For example, “I saw you take my customers without asking who helped them, and this cost me money. I always ask my customers who is helping them, and I give commission credit to whoever they say. I just ask you to do the same for me."
- In some cases, you may not be comfortable talking about such things to coworkers. It's okay to ask your manager for help to resolve this situation. But remember that if you feel safe doing so, talking to the coworker directly will be seen as more respectful and honest by the coworker, because you are not telling the manager about the matter without giving him a chance to resolve it.
