Jeff Carroll

Recognizing the signs of burnout and taking proactive steps is crucial. For instance, while attending night classes to earn a professional certification related to my job, I realized I was overextending myself. I found it challenging to uphold my personal standards of quality and productivity at work while remaining fully dedicated to my studies. To address this, I opted to take time off during finals week, ensuring I had sufficient time to complete my final assignments and prepare for my exams. This approach also positions me for success in the upcoming national certification test that I will be taking upon completion of this class.

First, determine what’s happening: Is it a system issue, user error, or a mix of both? If it's a user error, such as difficulty navigating your company’s app or website, guide them through it patiently—remember, everyone starts somewhere, and these things were once new to you as well. Be helpful, teach them to fish, and if necessary, offer to place orders etc for them in the interim if they're unable to follow or are pressed for time. If it’s a system or backend issue, simply explain there are "technical issues" without overcomplicating things. While you can’t fix your company's systems, you can document customer feedback (and forward it to the appropriate people), express empathy, and offer to follow up when things return to normal.

Change is inevitable; to stay a top performer, embrace it with open arms. If you work somewhere long enough, your company will likely change CRM platforms, switching vendors or creating a custom system tailored to your organization's needs. For proprietary systems, documentation should be available on your company network. For commercial systems, check online resources like vendor websites, YouTube, Reddit, or LinkedIn. Also, strive to become proficient in whatever other software your company uses, be it Office, Google Docs, Teams, Slack, Salesforce etc. Use the previously-mentioned sites as well as free online classes to level up. Taking the initiative to learn more will not only benefit you in your current role, but the future as well.

Always exercise restraint and err on the side of kindness: don’t write anything you wouldn’t want screenshotted and shared with the world. Stay positive, polite, and solution-oriented, as you represent both yourself and the organization. Even if customers are angry or confrontational, remain professional. A best practice is to treat them as you’d want someone to treat you or a loved one. If the issue is unclear, ask clarifying questions. If needed, reach out by phone, especially if the message is confusing—this could be due to voice-text errors. Once you have all pertinent information, you can dive in. If the issue requires additional research and cannot be fixed during the first contact, set expectations for follow-up and resolution.

"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." -Sam Walton This mindset should guide your customer interactions. Attitudes are contagious; poor service can set a negative example and perpetuate these experiences. Negative feedback spreads rapidly, especially via word-of-mouth and social media. Therefore, consistently delivering excellent service is crucial. Depending on policies or structure, you may be able to address a their behavior directly, but always do so privately and discreetly to avoid causing discomfort or animosity. If direct intervention is not feasible, involve a supervisor or manager and provide the necessary context.

Depending on your product or industry, your ability to accommodate customers in exceptional circumstances may be constrained by legal or policy considerations. For example, a bank can't hand everyone that has a bad experience a $100 bill; it's not realistic and doesn't scale. While there is no universal, agreed-upon, one-size-fits-all solution, it is essential to ensure that the customer feels seen and heard while remaining compliant with applicable policies. If you are unsure how to proceed or face an ambiguous or unique situation, consult with a supervisor or manager who is authorized to make decisions in such cases. Throughout the process, the important thing for you to do is to remain empathetic and manage expectations effectively.