Back in the day when I was competing in Forensics, one of my coaches made us cheer before meets. She was the smartest retired cheer leader I had ever met. She shared with me a very important piece of wisdom. It was the 1st time in my life I ever found practical information and guidance from a cheer.
It goes like this:
you can win it
in 10 minutes
if you spin it! spin it! spin it!
I find myself mentally going over those words of wisdom just about every day. I work in a fast pace, complaint ridden field, where good customer service will make or break you. I never lie so stop looking at me cross like I’m a terrible phony person for saying this. It’s just when someone comes to you with a complaint or a problem, if you care enough about them you can find a solution. Sometimes they are not going to like what you have to say. This is when you have to sell it or, as my coach, would say spin it! spin it! spin it! Good customer service comes from an ability to
A) do the right thing as best you can given the circumstances
B) convince them it’s the right thing
C) and implement the solution
You can’t ever spin it to win it if you don’t first listen and care. So that’s all for now and my two cents on Customer Service 101.