As an employee, you are a representative of your employer. You're a representative of the company or organization. Basically, you're a symbol.
That means what people think of you, they will also think of your employer.
As you might imagine, your employer wants people to think as highly of them as possible. That means, of course, that those same people must also think as highly of YOU as possible.
Now, not everybody works in customer service and deals with people just about every minute of every day. However, every employee has to deal with people on some level and in some capacity. The important thing to remember is that those interactions should be as positive as they can be.
However, as we all know, it is sometimes challenging to interact with customers and clients while on the job. That's because problems occur. After all, problems are usually the main reason that a customer is speaking with you in the first place.
The key is when you're faced with such a situation, you should strive to brand yourself and your employer in the best way possible. It's a smart employment decision for both your current job and your career.
Below is a three-step plan for navigating such a situation.
#1 - Stay calm.
Even if the other person is not calm, you must stay calm. The other person will not become calmer if you're not calm from the outset. The last thing you want is an escalation of emotions. Your calm demeanor should act as an anchor of stability in the situation.
#2 - Do not internalize any perceived conflict taking place.
Even if the other person doesn't remain calm, do not internalize any perceived conflict. First of all, we say "perceived" because there may not be any actual conflict at all. However, perception is reality. Even if the other person is upset with whatever problem you're discussing, that does not mean they blame you or that you are to blame. When you realize this, you're less likely to try to defend yourself.
#3 - Focus on solving the problem.
What both you and the other person want is for the problem to be solved. Solving the problem should be the focus of the discussion, not pointing fingers of blame for the fact that the problem exists. More than likely, no matter how upset the person is, solving the problem will change their mood and might even make them grateful for your help in the matter.
Dealing with customers and clients as an employee can be challenging. However, you must meet that challenge and brand yourself and your employer in the best way possible.
And remember: if you're currently conducting a job search, then Time Staffing can help! Contact us today to find out about the employment opportunities that are available in your chosen field.
Time Staffing Inc.