The answer is easy.
It's always got to be YES.
- Any less is a big No-No!
The customer's needs are paramount.
Their satisfaction is your goal.
So your job is to figure out how to get from no to yes!
You've got to problem-solve and figure it out.
And it's not enough to come up with any old solution.
When I said to my colleagues the other day:
"There's a solution to every problem."
Someone joked and answered back:
"It's just that the customer may not like it."
And I responded:
"Well then that's not the solution you are looking for!"
You've got to go back to the drawing board and get to a legitimate yes.
Of course, it can difficult, especially when at times you deal with some challenging customers and problems.
But listen, this is the customer service field and in the end, the customer experience should be WOW fantastic!
It's the customer that is depending on you to come through for them and their mission.
Doing your job isn't just a matter of reading off of some cue card or playbook.
This is real life with real consequences.
If you can deliver, the customer will be able to do their jobs, and they may even sing your wildest praises--wouldn't that be rewarding?
Customer service means getting to YES from the earliest possible moment in the interaction, meaning it, and legitimately delivering on it--no other questions asked. ;-)
(Source Photo: Andy Blumenthal)