Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he stood.

William looked as flustered in person as he sounded over the phone.

“Hi there, my name is Sherrie; can I help you?”

“Oh, thank goodness it’s you, Sherrie. I’m William. We spoke on the phone a little while ago.”

“Thanks for coming by,” said Sherrie.  “You said you’d be here in an hour, and you’re right on the dot.  Thanks!  So, I know you had mentioned that the phone could make calls, but none of the apps seem to be working; is that correct?”

As William and Sherrie worked together to try to address the issues, she could sense his frustration, and she could see why.  She was having trouble getting any apps to work, as well.  She tried to reboot, she tried different types of technical changes on the phone, and nothing was doing the job.  The phone could make calls, but it could do little else with the apps.

Sherrie spent about 45 minutes with William, and as she troubleshooted and tried various solutions, she explained what she was doing – noting each step she was taking, and why.

Even though she was getting a little frustrated herself internally that the phone wouldn’t work as it should, she presented some hope to William.

Eventually, Sherrie found the solution, the phone was fixed!  William could make calls, he could text his family, he could take pictures, and he could play his favorite games again.

Sherrie dealt with the customer’s emotions, her own emotions, and an uncooperative cell phone.  She fixed the problem with the device, and she made sure she was managing the person and his concerns along the way.  Sherrie not only showed great customer service, but she was very persistent with the task at hand.

Nowadays, many people seem to lack patience.  Convey some patience to your customer by showing persistence to address their need.

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