To start our week off on the right foot, we offer this very nice post on niceness, by our incomparably nice Senior Project Manager, Kyle Allkins…

There was a moment in my career wherein my area of expertise (if I would dare to even call it that) was call center customer service. My job description was as follows: Sit in tiny cube, wear headset, and let total strangers insult, berate, despise, and generally swear into my ear for eight hours a day. As a result, I’m almost unnaturally nice on the phone.

In the business of eCommerce, the Project Management role exists not only to keep track of tasks, but also to interact with customers and clients on a daily basis. For many people, communicating solely through email can be seen as deeply impersonal. Telephones are the next best thing to actually being there, at least where conducting business is concerned. I wouldn’t recommend it for parenting, but I suppose even that could have some level of success.

The best course of action when talking with a client on the phone is simply to sound friendly, be helpful, and listen well. It starts as soon as you pick up the receiver or press that little green button, and doesn’t stop until you replace the receiver in the cradle or press the little red button. I try to answer and end each call the same way. A stickler for grammar, I say, “may” instead of “can.” This means, “How may I help you,” as opposed to “how can I help you.” I start off with “Welcome to” or “Thank you for calling” and then the company name. I introduce myself after I introduce my company. And then I invite the caller to begin: “How may I help you today?”

I take notes and doodle (like the self-portrait illustrating this post) on every call, in order to keep the questions and points straight. And apparently, according to a recent Wired blog, it helps my concentration. Taking notes helps me recap to the client the progress we made with that call. I can repeat their questions to them, reiterate my answers, and confirm that I’ll be checking on anything that I couldn’t answer on the spot. And even though it may mean another five or ten minutes on the phone, I always ask “Is there anything else I can help you with/answer for you?” before I sign off. This may prompt them to remember something they meant to ask and had forgotten, or spur them onto a wholly new inquiry.

Even though it’s unlikely that I will ever again have to deal with clients as hot and bothered as I did when I was in the call center (“Why is my bill so high??” “Because you called Argentina three times last month.” “Isn’t that free?!” “No, we never said international calls are free.” “You’re not willing to help, give me to your manager!” “*Sigh*”), I find it important and even necessary to mask every emotion other than a genuine desire to help. The fact is that I do have a genuine desire to help, after all. We’re all on the same side. I want everyone to get what they want. On the other hand, I’m not suggesting that you become an absolute pushover in every situation. If the customer wants something that simply cannot be delivered (for reasons including, but not limited to: the laws of nature or country, company policy or common sense), I find it important to maintain the ability to explain calmly and clearly why their request isn’t possible.

Be friendly. Be helpful. Be open. Be nice. Do this and you’ll find your customers will want to talk to you. People that have a pleasant experience with customer service don’t mind calling back, and that connection can easily grow into a recommendation, repeat business or at the very least, a happy customer, and a happier you.