Full Sail Partners Blog
Good customer service is a rare commodity in this day and age of virtual customer support agents. Business is done in an ultra-competitive arena where your direct competition is only a Google search away. As a result, firms are developing customer relations management plans to help better serve their client base. Has your firm ignored developing a plan to manage your customers?
A good customer relations management plan will act as a guideline for your firm when dealing with clients. However, it is important to remember that there is no end-all-be-all remedy for customer support. Some battles cannot be won, no matter how diligent and worthy your efforts. This is why I compare having a strong plan, to a game of poker!
Much like in a game of poker, the typical customer service interaction involves some 'hidden cards' that you are not always privileged to see. These hidden cards can be anything from possible prior negative history with your company, temperament, and maybe even personal issues that the customer is dealing with in their life. It is because of these cards that we as customer service representatives, much like a seasoned poker player, must approach every hand as though we are playing with pocket ACES.
Pocket ACES are a poker player’s best friend. The ACES acronym also happens to be easiest to remember four step processes for dealing with every day client interactions.
ACES stands for:
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Accountability: |
Take responsibility for fixing the problem. This is the first and foremost job for any professional when dealing with clients. We cannot change the past, so we must concentrate on moving forward and fixing the situation. The best way to do this is by taking accountability over the situation. |
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Communications: |
Clearly communicate the process. Let your client or customers know how you are going to assist them, and then keep them updated throughout the process. This breeds confidence and sets a level of expectation. |
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Empathy: |
Acknowledge the impact that the situation has on the customer. Letting the customer know that you understand their inconvenience can go a long way in building a personal connection. |
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Solution: |
At the end of the day, make sure to solve the problem. None of the above steps matter if you do not solve the problem at hand. You owe it to your customers to provide a prompt and convenient solution. |
As a professional, it is your responsibility to play like poker legend Phil Hellmuth and go ’all in’ for your customers with pocket ACES!
