Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees. After all, customers want to know that the employee they are dealing with knows what one is doing and they get served in a professional manner. If they have a question, they need prompt and honest answers and if an employee does not have an answer, they want to be sure that the representative is committed to getting it. In an interview a few of years ago Donald Trump was asked about what were the most important keys to his success in business. In short, his answer was “Exude confidence. If you know what you’re doing, that should be easy.” The second part of his answer speaks to me. I think each one of us knows from experience that when we know what we are doing, the question of confidence doesn’t even come into play. When you know something, you may need to watch out not to become cocky, but quiet confidence comes natural. When applied to customer service, this means that if you want you reps to be confident in front of customers, they
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