After graduating high school, I got a job at the local sports facility, United Sports. I am now finishing up my junior year of college and still have the same job three years later. Not only have I grown as a person during that time, but I have learned so much about customer service. I have worked every hour of the day, and every day of the week — whether it’s opening at 7 a.m. on Sunday morning, working an overnight event, or closing at 10 p.m. on a Thursday night, or in between — I have experienced it all. Now on most days, I welcome guests and answer phones with my perfected “phone voice”: “Hi, thank you for calling United Sports! How may I help you?”
Here are some of my other favorite phrases that keep a professional tone:
- “I believe so.”
- “What are our alternative options?”
- “Please hold” and “Thank you for holding!” — Never say sorry, especially when you do not have a reason to say sorry. Customers sometimes forget you work in a busy and overwhelming environment, but that should never make you feel bad.
- “Are we confident about that?”
- “May I ask who is calling?” / “In regards to what?”
- “Can you add clarity to…”
- And of course when all else fails, “Let me contact my manager.”
Most days are stressful, and sometimes in the customer service industry, you want to bang your head up against a wall. Trust me — I have taken calls receiving gun threats, have had to call ambulances, and contact the parents of not the most well-behaved children.
I cannot even count on one hand how many times I have interacted in uncomfortable situations regarding unhappy customers. Though I could end my list of experiences right there, that would not account for all the wonderful interactions and connections I have made sitting at the front desk. During my downtime at the desk, I read or try to catch up on homework, and the number of customers that have noticed and commented on my passions and future career is unbelievable.
The past three years I have met other teachers, administrators, coaches, parents, and friends. Never underestimate the power of a smile and “How may I help you?” that is attributed to networking.
Without the past three years at United Sports, I would not be the person I am today. I would not have been able to put myself through college. I am forever grateful for the flexibility of the company. The customer service industry has given me a pathway to my future, and interacting and connecting with other people is a valuable life skill. Investing in your customer service skills is investing in yourself.