Oftentimes, when we think about customer service, we think about responding to our customer’s need or issue. We think about resolving the concern or reacting to the emotion. But at times, it’s beneficial for us to take a step back. Think about our past experiences. Think about our past customers. Think about what works best for people in similar situations.

That opportunity to step back is one that’s presented to us more than we realize. And it often is an opportunity that presents itself when a customer or patient or season ticket holder or some guest is uncertain of what to do next. They have something they’d like to accomplish, so they have a goal in mind but not a path to the goal. We find ourselves responding to their questions as opposed taking a step back and thinking “What would I recommend would be the best course of action for this person at this time?”

At times like this, channel your inner consultant.

Don’t think of yourself purely as somebody who’s reacting or responding in the moment. Instead, also think about yourself as somebody who has a wealth of experience and knowledge from which your customer may benefit. This is something that is difficult to do in the heat of the moment with an irate customer, but if you find yourself talking to a customer who has a goal or need and is simply looking for clarity, options, or an understanding of what course of action to take, then this is the time to take that step back and put on your consultant hat.

Consider using phrases like these in response to that uncertain customer or that individual seeking guidance:

Don’t ignore your experiences and expertise. Use it to help your customer make the best decision.

Channel your inner consultant.

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