In the spirit of promoting professionalism. One of the main goals of Flex Swag. We did a little research around the web to learn how customer service professionals deal with rude customers.
Being a Flex driver is more than delivering packages. We are very much in the customer service business and a certain level of professionalism is expected of us. That said, we’re not here to judge nor do we claim to be customer service pros, but we’re working on it. Let’s see how the pros deal with rude customers and how we can apply it to driving for Flex:
Don’t take it personal –
There’s no reason for it. First reasonable people don’t treat others rudely. If you encounter a rude customer you know that you’re not dealing with a reasonable person. Or more likely, a person who is in a reasonable state of mind. How people behave is a reflection on them, not you. Remain calm and professional at all times. Do this and you will remain unfazed by most things in life. It’s at that point you become the true professional.
Listen –
Whatever the customers complaint may be, however unreasonable, listen. Use phrases like “I understand”. Remain calm, actually listen and take the issue seriously. Empathize with the customer. Place yourself in their shoes and be understanding.
Take responsibility and apologize –
This is a big one and perhaps the most difficult. If you treat Flex as running your own business, and you should, always take responsibility for mishaps and mistakes. Always look for ways to improve your service. When confronted with a disgruntled customer, listen to them, take responsibility, and apologize. Even if it’s not your fault. Taking responsibility a sign of a true professional.
Let me know if I missed anything. Appreciate ya. Be safe.