We work hard with our own hands. When we are cursed, we bless; when we are persecuted, we endure it; when we are slandered, we answer kindly. 1Cor 4:12 NIV
In the windshield repair industry working with your hands is a given. Customer service is also a given. At times, you may need to provide customer service that may go against how you really feel.
So how do we do this? How do we step back and answer kindly when it is the furthest from our thoughts? It can be difficult.
You may not have handled a situation the way you should (or wish,) you would have, but it is much easier to provide a kind word and a listening ear, than it is to repair a relationship after the fact.
At some point in time, you are likely to be the customer who is upset. Something to ask ourselves is “How would I want to be treated?” “What would I have the customer service representative say to fix the problem?” The same answers we come up with are likely to be the ones we should use with our customers. Staying calm is also a key factor. It is mighty difficult to stay angry when the customer service representative stays calm. Once the anger is diffused, then the situation can truly be handled.