“Self-confidence is the first requisite to great undertakings.”
To do something great, you need to have confidence in yourself. That confidence often comes from positive experience, preparation, understanding what has happened and could happen, and having the knowledge and resources and training to address it when it does happen.
If you want to do a great job in your role in service or in delivering a customer experience or dealing with the irate customer, remember your positive experiences, prepare, understand what happened and why and that it could happen again. Know your resources, and train with others so that you can address even the greatest of undertakings.
“With self-confidence fulfilled, you’ll find that folk have confidence in you.”
While having confidence is important, when we’re working with customers, it’s also exceptionally important to show your confidence. People don’t always take what you say or the information you provide at face value. Oftentimes, they judge the quality of the information and the credibility of the person providing the information based on how that information is delivered.
If you want the customer to accept what you say, have faith in what you decide, and trust the direction you provide, it needs to be delivered with confidence.
Confidence is often conveyed by presenting something with a focus on the other person. It’s conveyed with clarity of thought and well-articulated words. It’s often conveyed with brief statements as opposed to lengthy and rambling narratives. And it’s conveyed with your nodding of the head or with your strong yet conversational tone.
Set yourself up for customer service success. Invest in yourself so that you are confident in the work you do. Then present yourself in such a way that the customer shares your confidence.
Show your confidence.
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