How do YOU stay positive as a customer service employee?
I am a university student working as a cashier for a major drugstore retailer. As a cashier, I handle customers' purchases (of course), general merchandising and tidying, and -- quite often -- disgruntled customers' complaints and criticism.
I can usually start my day on a positive note, and even after helping the first few grouchy customers I can shake off the negativity. But as the eight hours go on I start to feel short-fused, worn out, and frustrated. It is especially disheartening when you have taken every feasible approach to helping a customer with their issue and they are still dissatisfied and accuse you of providing "poor customer service".
Another issue I have is due to my petite stature and soft voice - believe it or not. It drives me bananas that as a 22 year old woman with university education, I am treated like -- and frequently called -- a "cute little girl". I realize that this isn't an intentional offense, but it means that people don't take me seriously and are also more prone to trying to intimidate me into getting their way. I become frosty in response to this treatment, which is not conducive to good customer service.
So, from your experience in any customer service field, what have you done that successfully keeps you positive on the job while not making you vulnerable to pushy customers?
Thank you!
Comments
You might try working on sounding more authoritative instead of maintaining your soft feminine voice. Recognize that many people just treat every store clerk rudely so there is no need to take their treatment personally. If you can let the first few rude comments roll off your back, then you can make it through the day too. After a trying encounter, take a deep breath and go to your mental happy place; my favorite recommendation is a steep cliff side on a gorgeous day, where you can mentally push the person off and get on with your day. Try to start each transaction with the expectation of being treated well instead of being on the defensive. Off hours, visit the NotAlwaysRight website for customer service stories that probably put your problems into perspective.
Monetary is always good. Employee of the Month - special parking - theater tickets, sports tickets, concert tickets, dinner coupons, you can base them on how many customers they assist, how much they collect, any little contest for them to playfully compete with each other. sk them what they would like (just do a small little conversational survey - no big money layout for an offical corporate survey_ just a little meeting looking for ideas.
The role of a customer service employee is not a pleasant one and that accounts for the huge turnover
of staff in those roles - just remember you aren't there forever.
Tell everyone they are the best and amazing and always right even if you hate them you gotta suck it up