When you invite people to your home for a party, the hospitable routine should include greeting your guests upon arrival, directing them where to put their coats, showing them where the drinks and goodies are, introducing them to other guests who’ve already arrived and possibly giving them a tour. This routine requires a host who can multi-task and do so in a way that makes the guests feel welcomed and content which ultimately leads to a successful party.
Customer service reps need to put on their party hats and treat their next busy shifts like they are hosting a get-together in their home to ensure their customers feel welcomed and satisfied when they leave. More times than not, though, reps freeze up when too many customers show up at the same time. The common response is no response. During a recent visit to a local Home Depot, with an inquiring expression and assertive eye contact, I stood near a rep who was talking with another customer for more than 10 minutes before he acknowledged that I was waiting for help. [I would have sought another rep for help had there been one around to pursue.] Would you wait 10 minutes to greet one of your party arrivals? Not if you’re a good host.
I will be the first to say that some people are just better multitaskers than others, but in the real world, employers may not have the luxury to screen for customer service reps who are superstars at juggling. Here’s a 3-step process rookies can adopt and use to be more effective multitaskers when servicing multiple customers at one time.
Address
This first step is the most important. When customers see the room is filled with other customers and there are only a few reps to service them all, they are patient and understanding ONLY when the customer service rep acknowledges their existence. If you are waiting on someone when a new customer arrives, you should stop within 10 seconds (if possible) of their arrival to do three things: 1) smile, 2) lock eyes, and 3) say something to this new customer. An acceptable verbal remark would be, “Thank you for coming in, I’ll be with you shortly.” An even better remark would be, “Thank you for coming in. I will be happy to help you today. Tell me what you need.” This is a better response because it will give you more information to help you decide how quickly you can get this person what he or she needs.
One time at Macy’s I waited in line forever behind a customer who was arguing over a price on a sale item. The sales rep told me, “I’ll be right with you,” but all I needed to do was put something on hold. If she had said, “what do you need help with?” she would have learned that I didn’t need much but for her to take my garment and put it aside. She could have done this easily while still dealing with the price whiner.
Assess
Now that you know what the customer needs, this is where step two comes in—assess the situation and determine the best strategy for keeping this customer content while you continue to help your existing customer. You should be able to identify one of four plans to execute:
1) Quick Fix. The need is a quick fix you can facilitate while still working with your existing customer (e.g., direct them to where they need to go, hand them a menu, give them directions). If you go with this option, be sure to tell your existing customer something like this, “It’s important that I continue to help you, so please hold on one moment while I get this other customer on track.”
2) Kill Two Birds. If the new customer has the same need as the one you are currently serving, then bring them together and help them at the same time. Here’s an example, I work for fun at a winery in our area pouring wine in the tasting room for visitors. This plan works well when an existing customer wants to taste the same flight of wines as another customer who just walked in. I set them up with glasses and educate them about the wines in their flight at the same time. They appreciate that I’m making an effort to help them both in a timely manner and the experience is more enriching with additional people involved.
3) Enforce Help. The need is not a quick fix and there is another rep close by who is available to help. Don’t operate in a vacuum or assume you have to take it all on. Use your team mates when possible and doing so will foster a receptive and pleasant environment for your “guests” to wait in and for you and your team to work in.
4) Monitored Wait Time. If the need is not a quick fix and there is no one else around you can delegate to, then tell the new customer to hang on while you finish helping your existing customer. Be sure to check in regularly with the waiting customer.
Assign
The final step in this “multi-tasking” process is to execute (or assign) the plan you’ve identified as the best choice during your assessment. If a monitored wait time is indeed the best plan, then make the wait bearable for the customer. Offer a glass of water, a brochure, a seat to sit in, or whatever is relevant in your space and industry. Every 30 seconds, “check in” with your waiting customer. Phrases like, “thanks for waiting”, “I’m almost ready”, “can I do anything while you wait?” are all acceptable check in statements.
Addressing, assessing and assigning a plan of action should only take less than a minute once you put it to practice, and when you do it effectively, your customers will love you for it. Treat your customers like guests in your home. Make them feel welcomed, entertained and special, and never make them feel like they are unwanted. In return, you’ll win their hearts. They’ll roll with it because they get that a good host has to work the room and you’ll feel confident and empowered in your customer service role.