Customer service is an art that you must master if your business is to succeed. There are many different ways to ensure good customer service. However, whatever strategy you employ must leave your customer feeling satisfied and willing to recommend or use your product and service again.
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This is no small feat and it can be difficult to know exactly how to please your customers. Tastes and preferences vary but you can strike a balance. Here are some tips for helping you to do just that.
Active Listening Is Key
If you want to create good customer service then active listening is key. Remember that behind every call that you get there is a real person who needs your help. Take the time to carefully listen to all their concerns and try not to pass judgment.
If you don’t know the answer to something, tell your team that they should tell your customer that they will find out for them. This is what helps to prevent customer frustration.
Nothing can calm a disgruntled customer quite as quickly as empathy. You should understand your customer’s feelings.
Train your customer service representatives to look at problems through the customer’s eyes at all times. The empathy they are feeling will come through in their voice and in their body language. This will help to put your customers at ease.
Check Your Language
Words have the power to create an atmosphere. This means that whenever you are engaging with a customer you should always try to use positive language. No matter how tense the situation, using positive language to address it can help diffuse the situation
Stay positive and maintain your composure especially when your customer is angry. Your customer service agent should refuse to match your customer’s anger. When customers are angry and they see that you are not responding in the same way, it forces most of them to change their attitude and to start listening to what you are saying.
Know What You Sell
Your customer service team needs to know your product inside and out. There should be no question that your customer asks that they cannot promptly answer.
This means that when you are onboarding people to your team you need to let them spend time with a product specialist. During this time, they can be given adequate knowledge of your products or services.
During the onboarding process give customer service representatives a list of frequently asked questions that customers have, and let them study the answers. Remember that above all else the voice of the customer is paramount and their frequently asked questions can tell you a lot.
Make Customers Happy
The key to customer satisfaction is great customer service, there is no way around that. Connecting with your customers in an empathetic and knowledgeable manner is the best way to ensure they are satisfied.
An added benefit is that great customer service brings good word-of-mouth advertising. This will help your brand become more reputable.