I believe that most customer service people are pretty humble, so I’m not asking you to lose your humility. But I do have one ask of you…
When that customer is anxious or nervous, when they fear the future because the future is unknown or it could be laced with negative outcomes, part of what brings their anxiety down, part of what calms their nervousness is their confidence in you. So, that might require that you talk a little about yourself – not to brag – but more so to help them realize they’re working with somebody who will help.
What can you say about yourself to build confidence in the mind of the customer?
First, make sure they know your name. If you’re going to help them through a process, they feel more comfortable with somebody that they feel like they know or can call by name.
Next, weave in how long you’ve been working at the organization. If you haven’t worked there that long, let them know how long you’ve been working in the industry or how long you’ve been working on similar issues. Time conveys experience which can convey knowledge and expertise. If you are brand new to the company or industry, tell them about your training or your team of co-workers.
Talk about similar customers – probably not by name – but those who were in similar situations or were dealing with similar stresses as the customer in front of you. Talk about those customers without going into too much depth on what their issue was, because it’s not about the other customer. But talk about those similar customers and the positive outcomes that transpired. Here you are painting a positive picture for the individual in front of you by sharing stories of those you’ve helped in the past.
Note your familiarity with the process you’re going through or technology that you’re using to go through this process. If they sense you’re knowledgeable about the nuts and bolts of resolving the issue or addressing the need, then that’s another confidence-builder.
Sometimes you have to talk about yourself even if you’re the most humble person in the world, because sharing about yourself creates comfort for the customer.
Talk yourself up to take down their anxiety.
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