| With whom are we at ease and really feel | | | | quality customer service helps create customer |
| comfortable with? We feel comfortable with | | | | loyalty. Customers today are not only interested in |
| someone who does not question our abilities and | | | | the product they are being offered but most of all, |
| capabilities. If someone doubts our actions especially | | | | they are also interested in the additional intangible |
| the words that come out from our mouth, this can | | | | elements of service they receive. Such elements are |
| become a heavy load on our head. When someone | | | | from the greeting they receive, to the tone of the |
| doubts us, they start questioning and demanding | | | | voice from the other line when you complain on a |
| explanations from us. We feel at ease to somebody | | | | defective product. |
| who trust us and accepts us. | | | | It would be worthwhile to think on how a customer |
| An unconditional acceptance of oneself and by others | | | | can feel a sense of belonging when he or she calls a |
| improve one's self esteem and self-awareness. Any | | | | customer service representative for help, query or |
| individual in such a state will perform at his best | | | | instructions. Customer service representatives |
| especially in the workplace. One notable point in | | | | engage in various seminars and trainings to assist |
| today's business scene is that two of the main | | | | them in dealing with customers of different |
| ingredient that people want out of work is validation | | | | personalities and of different wants and needs. |
| and to feel like they belong. Validation is the sense | | | | Customer service agents must know how to make |
| that the work outputs that employees perform are | | | | his or her customer at ease with them to make the |
| acknowledged and the ideas that they suggest or | | | | customers feel they are generally heard and given |
| open up especially for the welfare of the company | | | | importance. |
| are heard. Sense of belongingness on the other hand | | | | Research shows that thoughtfulness, sincerity and |
| is the feeling of every individual in the workplace that | | | | tactfulness help in retaining the company's most |
| they are part of a team. If these two items are | | | | valued asset --- the customers. When a customer |
| dealt with in a significant manner, it can reduce a lot | | | | experience such feelings from a customer service |
| of stress and improve relationships at work. If | | | | agent, it will provide opportunity to relate to one |
| employees are enhanced and totally aware of these | | | | another and strengthen their sense of belongingness |
| two feelings, they can naturally influence the way | | | | to the company. It is often as a result of trust and |
| they handle other people especially if dealing with | | | | therefore must prove to be trustworthy not only on |
| business such as customer service. | | | | the product level but on the people and the company |
| Customer service is a function of how well a | | | | as well. Thus, attaining the first sale may have been |
| company constantly and exceedingly meets the | | | | achieved, but retaining a customer is often, if not, |
| needs of its customers and of how a certain product | | | | the most important. |
| or service meets the customer's satisfaction. High | | | | |