Customer Service Tips for Introverts

It's a myth that introverts hate customer service jobs. In fact, many introverted people are attracted to positions where you get to work one-on-one with people and where solving problems is a big part of the job, both of which are huge features of the service industry. However, the challenge lies in dealing with multiple guests at once, expending a lot of social energy throughout the day, and managing to remain good-humored about everything with very little downtime. Thankfully, there are strategies that introverts can apply, to make going about a very extroverted job that much easier.

Smile, and Make Eye Contact

Nonverbal cues are a great place to start, if you are working on coming out of your shell a bit more. Smiling and making eye contact with your guests is a great way in which to invite them to initiate conversation with you. When you are asked a direct question, or an obvious request is made, this often makes it a lot easier for you to subsequently engage in conversation. In many cases, a smile and some eye contact from an employee of an establishment can help a shy guest feel comfortable enough to approach you with a question. Remember that many of your guests are just as introverted as you are. Your non-verbal cues designed to help warm you up to others can also work by helping them warm up to you. If you are exceptionally shy, making direct eye contact can seem a bit overwhelming. One trick used by actors with stage fright is to make “nose contact” instead. Don't focus on a person's eyes — focus on the bridge of their nose. This makes it look as though you are making eye contact, without causing any discomfort.

Listen Well

Introverts tend to be naturally good at listening in comfortable settings but may struggle when in public or at work. The reason for this is the pressure involved in listening to a person's requests and figuring out a way in which to quickly fulfill them. Don't let yourself feel pressured. Instead, focus more on understanding the nature of the request, rather than fulfilling it. You can do this by practicing your active listening skills and asking clarifying questions, where necessary. Doing this helps put the customer at ease, while also giving you all the information you need, to start thinking about how you can resolve the issue or address the request. Listening well gives you a chance to develop a good rapport with the customer. If you are able to handle their request or address their concerns, it may even convert them into a loyal, regular patron. Service industry employees who are exceptionally nervous may have a hard time focusing on what the customer is saying. Force yourself to remain in the moment, by focusing solely on the customer's request. Remember that there are other people at your establishment whom you can turn to for help, but, first, you must fully understand exactly what it is that the customer needs.

Know the Product

Studies show that service industry employees are much less nervous, when they are fully informed about the products that they are selling or promoting. This includes introverted staff members. Sometimes, not knowing if you are going to be able to help a customer can cause a lot of unnecessary anxiety. This can create an unpleasant atmosphere and may even lead to mistakes, if you are hyper-focused on what you don't know. There is a simple way in which to address this concern: obtain more product knowledge. Being armed with information is never a bad thing. In fact, it can make even the most introverted of frontline service industry employees feel incredibly confident. Obviously, you can't learn overnight everything about each one of the products that your establishment sells or provides. Instead, start by learning where you can get this information from. For example, as a server, you should eventually know what ingredients are in each one of your most popular menu items. Until then, you should know who in the restaurant you can ask or where you can find detailed information. This lets you quickly find out the answers to your customers' questions. You may want to spend a few days writing down common customer requests and questions. This helps you anticipate their needs and gives you a chance to learn the important information first. Now, when customers approach you, you don't have to worry about not having the right answers.

Pay Attention to Body Language

Pay close attention to your patrons and their body language. There may be guests who are in need of assistance but who are too shy to ask. As an introvert, you are the perfect person to help address those needs. Firstly, you already know how to approach a shy person, without making them feel jumpy, startled, or anxious. Dealing with introverted clients is a great way for you to practice your social skills in a safe setting. You know that they are not going to be rude or rebuff your offers of help, since body language has already indicated that they are in need of something. Being able to fulfill an introvert's request often elicits a lot of thanks from them, which you can use to help boost your confidence, inspiring you to take the lead in your next guest interaction. If you are still nervous about approaching people, start by selecting those who are on their own or in small groups. It is often much easier to speak up around one or two people than in front of large groups. Where this is not possible, break larger groups up into smaller ones in your head. For example, instead of dealing with a table of ten guests, pretend that you are working with five tables with two guests on each. This doesn't adjust your workload, but it can help you make each interaction feel more personal, without causing discomfort or anxiety. While customer service positions seem designed for extroverted people, there is definitely room for those who identify as being shy. Introverts bring a ton of skills and strengths to these types of positions, making them an ideal addition to an extroverted workplace. If you are one of the millions of people who consider yourself to be shy or introverted, following the tips above can make working a customer service job a breeze.