How To Excel At Customer Service
Though not every job is responsible for the first line of customer service when a customer has an issue that needs to be resolved, every job does have some sort of responsibility in customer service. No matter what type of industry your job is in, what your specific duties are, or what kind of customers you have, these tips can help you provide a higher level of customer service from the moment you implement them.
Tips to Follow
Listen to what is actually being said.
Active listening really is a skill. You need to hear what the customer is telling you, then take a moment to relay that information back in your own words to make sure you’re on the same page. Don’t be afraid to ask questions! Customers who experience active listening will know that you are trying to help them, even if they are extremely upset.
Be patient and calm.
It can be extremely frustrating to deal with upset customers as your primary job responsibility, but take time to remember after each call that a customer isn’t personally upset with you. Be patient and do your best to find out what the true nature of the problem is. If you can remain calm, the upset customer will eventually feel respected and come to respect how you did your job.
It seems like common sense, but never lie to a customer. An “I don’t know,” or “I’ll find out,” will go much further than making up an answer. It is better to share an honest, negative message with someone rather than a counterfeit positive one because eventually all lies are found out in some way.
Become an expert at what you do.
If you can know what your company’s policies and procedures are, then you’ll know what you can and cannot do for any given customer at any given time. Study each product and service that is provided by your company, know it inside and out, and because of that, you’ll be able to provide effective solutions for problems brought your way.
What if this problem you’re handling were your own problem? You’d want someone to confidently handle it for you so that you could rest assured that it would be completed in a timely manner. Take charge of the situation, find an effective solution, and then present that solution to the customer.
Stay away from negative language.
It’s true that misery loves company, so if you have a negative outlook on any given customer service situation, you’ll create negativity within the customers that interact with you. Utilize positive language, such as “I can do this for you…” and you’ll find that it is much easier to reach your customers.
Go the second mile.
If you’ve got a complicated situation that requires input from multiple departments, it is certainly easy enough to just hand off the customer and go to the next one. Great customer service comes from coordinating all these efforts to make sure the customer who came to you gets the results they need. Go that extra step, do what is necessary to resolve the situation, and eventually your customers will thank you for your excellent customer service.
Use these tips today to improve your customer service. Just remember: a friendly smile can often disarm a combative attitude, so be friendly with every customer!