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Inspiration
Guiding merchants through upsets
ccasionally, when you answer a support call, match the prospects emotional level because it can
the merchant on the line is experiencing help establish rapport. This is not typically the case
something akin to a mild panic attack. It could with a customer service call. You need to remain
O be a restaurateur during a lunch rush whose relaxed and calm to help diffuse the merchant's
system has gone down or a fast food retailer at a sporting upset.
event whose mobile POS devices have suddenly frozen.
• Keep your knowledge current: Keep abreast of
Naturally, during such times of acute stress, the most industry-wide advancements, as well as updates
beneficial thing you can do is solve the problem swiftly. to your company’s products and services. This
But the manner in which you address the issues can will ensure you can provide merchants current
have tremendous impact on how quickly issues become information.
resolved.
• Do your best: Your parents probably told you to do
Words to the wise your best when you faced challenges in school. The
wisdom those words contain is timeless. Always
To help ensure you can respond most successfully to doing your best leads to more happy endings, as
merchants under stress, here are several do's and don'ts well as to a life that is relatively regret free.
to keep in mind.
• Don't take attacks personally: Remember, you
• Get yourself and your team trained: First, nothing are not the cause of the merchant's upset. Also,
can replace training, both on how to interact with sometimes merchants make untrue statements
customers and on the specifics of the products and based on experiences that have nothing to do
services you offer. Expert trainers with industry with you. Even if your company is at fault, you do
experience can fill you in on customer service basics, not deserve to be attacked. If you remember this,
as well as address issues specific to your company you can get through the call without making the
and the merchant verticals you serve. situation worse. If you become defensive, you're
likely to make the situation worse.
• Put the merchant at ease: Along with confidence that
comes from sufficient training, you and your reps • Take care of yourself: Customer service is a
should convey empathy for the merchant's plight. stressful job. Take breaks, stretch, find something
Merchants usually have a valid reason for reaching to laugh about, appreciate yourself, go for walks,
out. A sincere apology can ease a merchant's upset eat well, get plenty of sleep, and remind yourself of
significantly. And let the merchant know you are what brings you joy. This will help keep your job in
committed to resolving the problem. perspective.
• Listen well: Don't assume you understand a Handling a certain amount of upset is part of the job. But
problem before the merchant has fully described by being smart about how you interact, you can make
it. Ask questions to help you grasp what happened, problem solving less stressful for merchants and for
its cause and the merchant’s understanding of the yourself.
underlying technology. Give the merchant your full
attention.
• Act/don't react: Don't let the merchant's panic rub
off on you. In selling situations, it makes sense to
Kate Gillespie, President and CEO
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