Lifehouse Tips For Working In Customer Service

Here at Lifehouse, we pride ourselves with providing excellent customer service to all our guests. Many of our current vacancies are customer facing in some capacity, and we’re hoping to fill those roles with people who are kind, compassionate and helpful.

Here are some tips we’ve learned along the way that we believe would be useful to anyone working with customers.

Listen:

Believe it or not, sometimes all people need is to be heard. Pay attention to what they’re saying, be respectful and acknowledge their feelings. This will reassure them that you are taking them seriously.

Apologise:

Take accountability when something goes wrong. Avoid placing blame on your colleagues, but just saying “I’m sorry” can be incredibly calming. Let them know what steps you will take to address the issue.

Stay calm:

There can sometimes be difficult moments where people are venting their frustrations on an individual who is not responsible for the situation. Remain calm to avoid escalating the interaction, and to retain control while you try to solve the problem.

Suggest solutions:

Come up with remedies of varying degrees that might provide comfort to a customer in a stressful situation. Some could be perks, like discounts or offers, while others might just be extra assistance with future bookings or services.

Be honest about limitations:

While we usually strive to grant customer requests, that’s not always possible. If you can work it out for them, great! If not, explain clearly what the barriers are and try to find a compromise so they still feel they are being accommodated.

Let go:

Sometimes an interaction that has gone wrong can linger with you after the working day is over. Try to separate your work and home experiences so that when you leave the premises you don’t carry any extra stress with you.

We hope these tips will help you, whether or not you’re joining the Lifehouse team! Take a look at our current vacancies to see what’s available.