Customer service and the Four Agreements

By Susan with the Taos Chamber of Commerce
susan@taoschamber.com
Posted 5/2/19

I first read the The Four Agreements by Don Miguel Ruiz about 20 years ago. As I incorporated the agreements into my life I was able to make major moves forward to improve my situation. As I live …

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Customer service and the Four Agreements

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I first read the The Four Agreements by Don Miguel Ruiz about 20 years ago. As I incorporated the agreements into my life I was able to make major moves forward to improve my situation. As I live with these ideals in my soul and continue to serve customers at all levels, it becomes easy to provide excellent customer service.

First agreement: When working in any area of business, "be impeccable with your word." Speaking with integrity and saying only what you mean allow you to be truthful in your business interactions. The truth does not change, even though a customer may not want to hear it; in the end, that is what they must accept. "Sugar-coating" an answer may exasperate a situation that serves no one. Complicated issues may take more than a single step for resolution; be cognizant of the time and steps that may be required and share that information appropriately.

Second agreement: "Don't take anything personally" - nothing others do is because of you. What others say and do is a projection of their own reality. When you are immune to the opinions and actions of others you won't need to be the victim of needless suffering. This ideal allowed me to throw off the shackles of what others thought I should do and move forward with what was right for me. When you speak the truth and are immune from others' responses you are positioning yourself to be successful in handling any issues that may arise.

Third agreement: "Don't make assumptions." Customers contact service personnel because they have an issue that needs to be resolved. Allow the customer to speak their truth and ask questions to enhance your level of understanding of their situation. By not taking their issue as a personal assault and repeating back to them your understanding of the issue, you allow all involved to add to the agreed resolution for the situation.

Fourth agreement: "Always do your best." Some very good advice I once received was to focus completely on the customer you are serving- do not let others waiting in line or on the phone disrupt what you are doing now. Always doing your best helps focus your attention to giving each situation your best effort that will result in the best outcome. Sometimes your best effort will be to refer an issue to a co-worker or supervisor. That is okay. Not all things are in our power to deliver.

We are not all answers to all people or issues; we are not expected to be. All people in business serve customers, whether it is the customer walking in your door, your co-worker, your boss or your board; we all use customer service skills in our business and personal lives. We all have areas we are passionate about and bring that with us wherever we go. Sometimes (speaking from personal experience) those passions will take us over the line in a situation but if we are speaking our truth there is a chance for a graceful resolution. Under all circumstances, "always do your best" and you will avoid self-judgement, self-abuse and regret and then be ready to serve that next customer in line.

Contact the TCCC at taoschamber.com, (575) 751-8800 or email susan@taoschamber.com.

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