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Sometimes working in a job that requires customer service will put you on the spot.
You can be working hard on something you have had in your planner for days, when
suddenly a customer turns up at your desk with a problem. It is common in these
situations to wonder if you should go ahead and provide the customer with the
help they need – thus missing the work you were scheduled to do – or to try and
find a way to get rid of the customer so you can get on with what you need to do. In
any case like this, the matter of priority arises.
There is nothing more unprofessional than turning a customer away and saying “Sorry, I’m busy. If you
want to come back another time I’m sure I’ll be able to fit you in tomorrow/next week/ in ten days’
time”. The customer has come to see you in person, they consider their problem to be of some
importance, and they are relying on you to help them. If the work in hand is really something that
cannot wait you have two options. You can find someone else who will be able to do the work, and turn
your attention to the customer, or you can find someone to help the customer so that you can get on
with your work.
It is vital to keep a sense of courtesy whatever you decide to do. The customer who has come all this
way to see you will be somewhat unimpressed if you just ask them to take a seat and assign someone to
ask what the problem is. However urgent the work you are doing is, you have enough time to speak to
the customer, ask them the nature of their problem, and think about how best to bring about a solution.
It may be that the difficulty is one that only you can solve. If, however, you can find someone else to
help the customer, make sure that you have taken note of the problem and explain it thoroughly to
whoever you delegate the matter to. Also ensure that the person you hand over to is someone who can
genuinely solve the problem. Otherwise it will look like you have simply wriggled out of the situation.
Courtesy and competence are essential, whoever deals with the problem.