ACTING SKILLS; THE ''AATA'' SERIES......

We just started breaking down the ''AATTA'' series as a continuum of the ''PACK'' series. Last week, we simplified the first letter ''A'' ; Ability to use positive language. And now, we are going to discuss in simple terms the second letter of the series acronym. Acting Skills.

     
Acting skills, this can simply be defined as when someone pretends to have attitudes or feelings that they do not really have. This also means getting into character to achieve a certain purpose or objective. In serving customers, Sometimes you're going to come across people that you'll never be able to make happy. There are situations that will be beyond your control in serving certain customers, situations outside your control like a customer who has had a bad day, or natural-born complainer or insatiable people. These people will sometimes creep into your usual support routine, and you will be greeted with those ''barnacle'' customers that seem to want nothing else but make you have a day as terrible as they are having. At this point, the self taught 'professional' acting skills to be mastered by every organisation's staff is required to kick in and manage the situation as best as it could be handled.

Every great customer service rep will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy. The ability to get into character and manage such customers, without giving off any attitude, displeasure or unpleasant aura is what makes one an exceptional customer service provider, and their organisation a customer-centric brand that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.