Maximizing Performance Through Applied Common Sense*

Most of the time people are very frustrated because they think that customer service stinks. Part of the reason it stinks is because people are unhappy and the customer service provider doesn’t appear to care. So, therefore, if you are frustrated as a customer you really want two things: first, you want someone to care and give you a sense of understanding that they get it and you want the problem solved. Therefore, if you are in customer service, my recommendation is when you are dealing with the public, try to find out what is going on with them. And if they are frustrated, you can really appreciate why they’re frustrated if you get into their shoes. You can say, “I can certainly see why you are frustrated,” at which point you will calm down their wrath. So show more empathy, it really works!