A few weeks ago I received a disconnect notice from my internet service provider for my business. We had an issue with a payment being applied to the wrong account (my fault) a few months before and, for some reason, they could not get it resolved. Because of this, my account goes into a delinquent status and I get this notice every month. I’m not sure about you, but I prefer not spending my time trying to resolve ongoing issues that should have been fixed. Having a little bit of a type A personality probably does not help this situation and being wired as a problem-solver really does not help. As I was dialing their customer service number I started getting into battle mode. What I was really doing was ensuring that this upcoming experience had very little chance of succeeding.
As I mentioned before, I tend to be a problem-solver. In this situation, I realized that if I started the conversation in a negative and defensive manner, it would force their customer service representative to react in a certain way. They would be trying to defuse my behavior as much as trying to defuse my problem. However, if I started out in a positive, problem-solving manner, it would allow us both to focus 100% on fixing the problem. If both sides are focused 100% on fixing a problem, the chances of success are much higher.
For most of my career, I have been deeply involved in service-oriented industries where excellent customer service is the standard. From firsthand experience I know agents will take the extra step or give a little more effort to customers that are positive and willing to work with them. I wish I could say that I take this positive results-oriented approach every time, but occasionally I let my emotions lead the way. I will say that the times when I create a positive mindset prior to engaging a customer service agent, my outcomes almost always are positive – for both sides. For me to expect excellent customer service, it’s only reasonable that I am an excellent customer.