The Cornerstone of Outstanding Customer Service: Patience

When you cut off a customer mid-sentence, your patience has likely worn thin. If your body language becomes tense and your facial expressions harden, it’s a sign your patience is waning. If you lose your temper with a customer, your patience has undoubtedly run out.

A Real-Life Example:

Here’s a story shared by a friend and colleague:

“I’m no expert in bathroom tiling, but I decided to tackle a small DIY shower-tiling project. After researching online, I headed to a local warehouse recommended by friends and family to purchase the materials. The salesperson I encountered was initially friendly and helpful. However, things quickly took a turn for the worse. The salesperson became impatient while explaining the different options for finishing tile edges. Despite my repeated attempts to clarify my needs, she didn’t fully grasp what I was looking for. Instead, she made assumptions and insisted I didn’t need any additional materials. Her patience evaporated: her facial expressions became harsh, her body language defensive, and her tone of voice forced. I ended up taking my business elsewhere, where I found someone who listened patiently and provided me with the options I needed. It’s unfortunate because I would have preferred to complete my purchase at the first store, which came highly recommended, but their lack of patience lost them a sale.”

Strategies to Maintain Patience:

1. Breathe: Remember to take deep breaths. When dealing with challenging customers, we can become tense and forget to breathe, which can worsen the situation. Deep, calm breaths nourish the brain and help us stay calm and focused.

2. Focus: Concentrate fully on the customer’s needs rather than how they deliver their message. This clarity of thought allows us to listen effectively and provide excellent service.

3. Listen: Simply listen. Don’t start formulating responses or solutions until the customer has finished speaking. By listening attentively, we can fully understand their needs. Focus on the content of their message, not their delivery.

4. Deliver: After making a conscious effort to breathe, focus, and listen, we are better equipped to provide exceptional service. Regardless of the customer or how they present their issue, our goal is to make a positive impact. By cutting through the external noise that comes with dealing with difficult customers, we can deliver the best possible service.

Key Takeaway:

Without patience, you won’t smile at customers, listen carefully, or be courteous, polite, and respectful. You won’t provide the best solutions or even the basic level of good customer service. Patience is the cornerstone of exceptional customer service.

What strategies do you use to ensure you remain patient with your customers? Share your comments and stories below.

Questions about customer service? Difficult customers? Negative online reviews?

Call Barbara for a FREE strategy session.

Click HERE to book NOW

Barbara Khozam BIO

As the founder of Barbara Khozam Speaking and Consulting, Barbara is an internationally recognized speaker and trainer having delivered over 1900 presentations to 75,000 people in 12 countries on Customer Service, Patient Experience, Leadership, and Communication. Barbara is known for her “High Energy/High Impact” delivery, outrageous wit, and ability to tackle real issues posed by her audience.

In 2019 Barbara was chosen as the Top Customer Service Consultant of the Year by the International Association of Top Professionals.

Also in 2019, Barbara was awarded the CSP® (Certified Speaking Professional™) from the National Speaker’s Association. Barbara is one of only three women in the world to have achieved BOTH this designation as well as the Toastmaster Accredited Speaker designation.

In her spare time, you can find her on the beaches of southern California playing the best sport ever invented: Beach Volleyball!

Please click the image below if you’d like to chat about what leadership means to you

If you would like to learn more about Anton or The Guinea Group, please click here to book into Anton’s calendar, to:

UPGRADE your Mindset
UPSKILL your Leadership
UPLIFT your Teams

About Anton

Anton has dedicated his working life to helping leaders to upgrade their mindset, upskill their leadership, and uplift their teams! With a focus on helps leaders to better lead under pressure. Anton is an entrepreneur, speaker, consultant, bestselling author and founder of The Guinea Group. Over the past 19 years, Anton has worked with over 175+ global organisations, he has inspired workplace leadership, safety, and cultural change. He’s achieved this by combining his corporate expertise, education (Bachelor of HR and Psychology), and infectious energy levels.

Work With Anton!