The Importance of Confidence in Customer Service

Larry Alton
Indepedent Business Consultant
Freelance
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While there are hundreds of unique approaches to mastering customer service in your industry, have you ever spent time thinking about where the root of successful customer service lies? At the very core, what fuels successful customer service? While it may take some time to find the right answer, you’ll ultimately realize that successful customer service – in any business – is heavily influenced by confidence.

That’s it! It’s as simple as those 10 letters: C-o-n-f-i-d-e-n-c-e. If you have confident employees working in your organization’s customer service roles, you’ll thrive. Now, it obviously takes well-developed strategies, patience, good products, strong marketing, and a long list of other things, but recognizing that confidence is the ultimate driver of success will allow you to move your efforts in the right direction.

Prepare Employees to ‘Exude Confidence’

In an interview a number of years back, real estate tycoon, Donald Trump, was asked about some of the most important keys to his success in business. Tucked away in his lengthy response was this gem of a quote, “Exude confidence. If you know what you’re doing, that should be easy.”

It’s the latter part of this quote that sticks out. He alludes to the fact that confidence comes easy when you know what you’re doing. In other words, if you want your customer service employees to be confident in front of customers, they need to be prepared.

Here are a handful of tips for helping your employees become more confident and successful.

1. Allow Employees to Interact with Products

Anyone who represents your brand needs to have a thorough understanding of the products and services you sell. How else can they be expected to help customers with issues, questions, and concerns? Spend time walking your employees through the various aspects of your products and give them as much time as necessary to get familiar with each individual aspect.

Customers are almost always able to tell when customer service representatives have actual firsthand experience with a product. If an employee has a comprehensive understanding of your products, they’ll be able to honestly answer questions, as opposed to regurgitating a script.

2. Walk Employees Through Situations

Your customer service employees need to understand the common types of interactions they’ll have with customers. By receiving targeted training on how to deal with these situations, they’ll be able to handle them with confidence and poise.

In the industry, this is commonly referred to as scenario based customer service training. It looks different in every situation, but is considered very valuable by all companies who use it. This is an option worth pursuing if you really want to give your new employees some confidence from the start.

3. Provide Positive Reinforcement

In the customer service industry, positive reinforcement is huge. Employees often get berated and abused by customers for issues that are outside of their control. From a management perspective, you need to be there to provide positive reinforcement and support.

According to studies, 68-80 percent of employees have never received a simple thank you from their boss. This means they’ve never been told they’re appreciated or needed. How do you think that makes them feel? If you want to give your employees confidence, you need to give them positive reinforcement, say thank you, and maintain an open door policy that shows their feelings and opinions are valued.

Let Confidence Fuel Customer Service Success

Your customer service representatives need to be knowledgeable about the products and services your company provides, but that knowledge is nothing without confidence. Your chief aim should be to empower employees with confidence in everything they do. Only then can you maximize their efforts and increase your brand’s reputation in the eyes of valuable customers and clients.

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