A calling for service: Jobs in customer service require a thick skin, but for many, the passion lies in helping others

When it comes to customer service, local business operators say no matter what the situation, the adage, "The customer is always right," holds true.

"You always want to give the customer the benefit of the doubt," says Danny Essner, executive vice president at Capaha Bank in Cape Girardeau.

Sometimes empathizing can help diffuse a situation with a difficult customer.

"The key is how you react to them," he says. "If you react hostilely, you're not going to have a good outcome. "

Essner says sometimes people just need to get something off their chests.

"It's OK if a customer has to vent," he says. "From a personal standpoint, if I have an irate customer, I view it as a challenge."

Being known for great customer service is the niche Capaha tries to carve out in the banking industry, Essner says: "That's how we try to distinguish ourselves from our competitors."

Not everyone is well suited to jobs in customer service.

"Some people have customer service skills and some others are best in a back office," Essner quips. "We try to hire people who are customer service-oriented."

While smoothing things over with difficult customers is a part of customer service, it's much more than that.

"Dealing with irate customers is part of it, but there are many aspects to customer service," Essner says.

"Being accessible is important," he says. "Being responsive and returning phone calls promptly is important. Being knowledgeable about what you're doing and giving people quick decisions and being friendly, all those things are important."

Alli Boyer, right, and Tamara Mackey assist customers with their transactions in the drive-thru at Capaha Bank in Cape Girardeau on March 10.Laura Simon

The Golden Rule definitely applies in customer service.

"Treat people the way you want be treated," Essner says.

Shannon Kutz, office manager at Leet EyeCare in Cape Girardeau, agrees.

"We try to make our patients feel like family," she says.

In the eyecare business, Kutz says they see most patients only once a year, so it's vital to give great service.

"Sometimes you only have one time to make a good impression," she says.

Though occasionally a patient may get miffed because of a longer-than-usual wait time, just explaining the situation helps.

"Maybe there's been an emergency, or an exam is taking longer than usual," she says.

Having a comfortable waiting area and offering patients a beverage can also be helpful.

Linda Springs, who, along with Becky Davidson, co-owns Belladona Salon and Spa in Cape Girardeau, says her business is all about luxury, so offering complimentary wine to a client is not uncommon.

Belladona was ranked one of the top 200 salons in the country in 2015 by "Salon Today" magazine, so she knows a thing or two about customer service.

"We like adding a little more than our clients expect," Springs says.

Belladona offers the full spectrum of services, from haircuts for women -- and men -- to facials, massages and body treatments.

Because the spa's appointments are usually booked for two weeks in advance, customers are encouraged to choose their next visit before they leave, and receive a reminder text or phone call.

Employees who are well trained and friendly are integral to success.

"Opinion and attitude may be determined for a long period of time and can be affected by one employee," Springs says.

Though her business is one that demands a little more personal service than most, she stresses to her employees the importance of maintaining a professional demeanor.

"When people are getting a spa service, the last thing they want is to hear an employee complaining," she says. "We tell them to leave problems at the door."

Belladona rarely has disgruntled customers -- maybe one in 1,000, she says.

Essner says he has had his share of customer complaints, but it's to be expected.

"To be in customer service, you have to have thick skin," he says.

One of the most important attributes customer service representatives need is a cheerful disposition and a smiling face.

"Having a smile on their faces -- it's amazing how many people don't do that," he says.

For him, customer service is almost a calling.

"It's something I'm very passionate about because you're making people happy," Essner says. "And most people like to make other people happy."