Brad Issaac recently suggested 10 ways to stay positive. But many of these apply equally to customer service interactions. I've added my own customer service spin beside each point.
Brad suggests
1) Speak in the positive - more so, end in the positive - e.g."that is not possible although we can ..."
2) Rethink obstacles - especially system obstacles
3) Avoid Ultimatums - so avoid saying "if you don't cooperate, we will have to cut off your service"
4) Force yourself to smile or laugh - don't be disingenuous, but don't frown back.
5) Remember the things you're good at - especially when your confidence is rocked.
6) Reach out to others - get someone's help
7) Sleep on it - not always possible, but take a time out. Put the phone on hold, or walk to the store room - then return.
8) Start more sentences with "I can" - back to being positive.
9) Reduce your stress levels - don't get caught up in an argument. You always lose.
10) Figure out how problems will pan out in the long run - for the customer and the store/brand relationship. Every person has a massive impact.
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