Boy oh boy! Aren’t we living in amazing times which has created a diversity of opportunities for the world in business, health, education, fashion and most uniquely employment opportunities. Now as I turn to adverts in the dailies, listen to my favourite songs on the radio or scroll down on my smart-phone. The newest jobs that are trending on social media sites such as LinkedIn and others is none other than yours truly- Customer Care. This number one career seems to be growing by leaps and bound, truly becoming a necessity for any serious organization that wants to retain loyalty from its cherished clients.
Think about these two words Customer and Experience and you answer the question that society and religion has tried to build within us for centuries; and this is the element of friendship, understanding, empathy, tolerance and mutual respect. So even if you don’t work in the discipline of customer care, time and time again you will always turn to those in this field to solve your problems. Individuals and organizations that truly understand, empower, train, compensate, equip and cherish their customer experience teams will always remain relevant and in business world despite the volatile markets of the 21st century. Likewise, the same fate applies to individuals and organizations that neglect this time proven and tested virtue of customer experience; these will dominate the market for a season and wake up one fine morning like ‘Kodak’ or ‘Nokia’ or the ‘Blackberry’ to a transfigured business climate.
Individuals more than organizations should start early in life to cultivate the attributes of customer care by first thinking like a customer and imagining themselves in the shoes or heels of the other party. When an individual starts to think win-win for themselves and their client then this bust of synergy will diffuse both entities in their goal of establishing a mutually beneficial relationship. Nobody, will want to buy into your products, services or ideas until they have felt that genuine warmth, fellowship and empathy. Ever wonder why the business man or woman who adapts a different strategy by giving a slight discount on their products or service or even at times offering it for free never lacks customers as their competitor complains and laments at their poor sales and revenue?
Having worked in a call center environment for a few years, I have learned a few tips and suggestions to offer to those who will also land in this walk of life. The first rule is to be genuine and real to yourself, others and the one who has employed you at the end of the month. Sadly, however, some individuals are in the career or this field of work because they have been forced or coerced to be there by family, parents, a girlfriend or their spouse so that they can pay the bills. Indeed, you can commence on a poor start and then embark on a transformational path to loving and enjoying what you do for the customer and organization every day. Your training or interests may not have been suited for this industry but because of passion and drive- an outsider can always manage to find their niche in this exciting and often lonely world!
The second rule is to recognize that that irate, bitter and mean customers in front of you, over the phone or in your inbox is your next employer. Certainly, how many times and countless stories have we been told of individuals who did their job with professionalism and customers taking down their details and offering them better terms and conditions over and above their present employer? So the more you treat your client with disdain, disrespect and contempt- remember that you are locking away the key that could unlock unimaginable opportunities which may lie ahead for you.
The third and last rule is to do the right thing always without expecting any thing in return. This is the golden rule to love your neighbour, however, much they may hate you or even plan to plot your downfall. The laws of the universe are such that the deeds which are not seen, heard or which don’t trend in our ‘media circles’ will one day come back to work for our favour and benefit.
Allow me to share one more story of the influence of this word ‘customer experience’. I was sitting next an older man who, perhaps, was going into his sixties and we started a discussion of presentation and selling our selves to others by our appearance. He mentioned to me that as a mechanic he once went to buy a product for his clients. He approached one individual who told him if that if he wasn’t willing to buy the product at his fixed price then he ought to just leave. So, my brother, decided to approach the next individual. The next individual was selling the item at the same price but because of their image and professionalism and being willing to give in to the demands of their client- he bought the item from this gentleman.
So, as he left, those premises passing by the first business man, a conversation ensued where the second entrepreneur was asked what profit he had made. The witty man laughed and said, ”that he took the same price that you had offered and he even left me with a tip.” This is what happens to those who interpret customer care to mean customer dread.