\n
For the sake of quality customer service delivery, one must act, \u201csometimes,\u201d learning to put on a smile, being pleasant despite one\u2019s temperament, or zigging where one\u2019s emotions may zag, an expert and trainer has highlighted.<\/p>\n
In an exclusive interview on Class 91.3 FM\u2019s Class Morning Show, Yvonne Ohui MacCarthy spoke to Prince Benjamin (PB).<\/p>\n
The lead consultant at the Institute of Customer Service Professionals (ICSP) premised her perspective on the assertion \u201ccustomers are situational,\u201d and should not be seen as \u201cdifficult\u201d as popular opinion suggests.<\/p>\n
To help, she advocated emotional intelligence (EQ), which she explained covered not only learning to manage one’s own emotions but also learning to positively regulate the emotions of others \u2013 customers, in this instance.<\/p>\n
\u201cJust like you wake up in the morning and have some bad news [or] you\u2019re not feeling too well, customers are going through the same, if not worse, sometimes \u2013 they\u2019ve been told they have a terminal illness, they\u2019re going through a divorce, they just lost somebody \u2013 you never know what the issue is,\u201d Yvonne said.<\/p>\n
She emphasised the need to have a \u201cmindset shift\u201d the moment one got to their post, so as to \u201ccreate the [right] experience\u201d for the customer as \u201cthe service provider\u201d.<\/p>\n
\u201cTake off your old emotions like a dress when you enter your place of work,\u201d she added, asserting: \u201cWhen you enter your place of work, it\u2019s lights, camera, action!\u201d<\/p>\n
The Board Chair of the West African Association of Customer Service Professionals categorically said: \u201cCustomer service is all about acting, sometimes. You have to put on an act to make the customer happy.\u201d<\/p>\n
The customer service thought leader said it was professionally acceptable for a service agent dealing with a heavy personal issue to seek to be excused from duty by their supervisor. Another option, she added, would be to ask to be positioned where one would not deal with customers directly and or for prolonged periods.<\/p>\n
Yvonne MacCarthy has trained representatives of diverse organisations including banks, embassies, etc. She is the creator of the revolutionary Ghana Customer Service Index (GCSI).<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"
For the sake of quality customer service delivery, one must act, \u201csometimes,\u201d learning to put on a smile, being pleasant despite one\u2019s temperament, or zigging where one\u2019s emotions may zag, an expert and trainer has highlighted. In an exclusive interview on Class 91.3 FM\u2019s Class Morning Show, Yvonne Ohui MacCarthy spoke to Prince Benjamin (PB). […]<\/p>\n","protected":false},"author":1,"featured_media":234969,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"class_list":["post-234968","post","type-post","status-publish","format-standard","has-post-thumbnail","category-business"],"yoast_head":"\n
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