Your company is only as good as the customers it serves. A customer service department that isn’t on its toes can be a significant drag on your bottom line. If you want to deliver a 5-star experience, then you need to know these 10 tips for success.
Here are some quick pointers on how to make every phone call count:
1) Listen carefully and determine what your customer needs are.
Don’t make assumptions about what your customer wants. Always listen carefully and determine what your customer needs are. By getting to the root of the problem, you can solve issues faster without disrupting your normal workflow.
Don’t put other customers on hold while servicing a current client: If you’re helping one customer, treat that customer like your only customer. If you have multiple people in the queue, get everyone taken care of as quickly and efficiently as possible. (I know it seems obvious – but this is actually one of the most common mistakes.)
2) Let them talk.
Never interrupt the person who called in with questions or concerns. It can be frustrating when you’re talking to someone on the phone and they keep cutting you off or don’t let you fully explain your concerns. If a customer is rambling about an issue, resist the urge to interject with clarifying questions because this will just slow down the process. Give them a chance to fully explain the issue first.
3) Avoid using jargon
Even though you may be in the right, it’s important to acknowledge your customer’s experience.
If you lose your composure when speaking with a client and use words or sounds that they don’t understand, then you can create an even bigger problem for yourself. Don’t use jargon or technical terms unless absolutely necessary (and if you do, explain them in layman’s terms). Also, be patient with the customer because they may not understand all the details of your company’s products or services.
4) Offer solutions if possible, but don’t promise anything beyond your control
Let the customer know that you’re going to do everything in your power to fix their issue or resolve their problem. If you have a solution, then let them know. If not, then express empathy towards their situation and commit to researching an answer as soon as possible. However, try not to overpromise because it can lead to significant issues later on if you can’t deliver what you’ve promised. If there was a major mistake on your end that caused this current situation, then it’s best to admit that. The customer will appreciate your honesty and may forgive you for any missteps. If the customer makes a request that doesn’t align with your company goals or policies, then clearly explain why it can’t be done.
Let the customer know that you’ve taken steps to prevent similar problems from occurring in the future.
5) Keep track of key points in case there is a follow-up
A customer’s opinion of your brand is based on the entire experience. Not just the interaction with one employee, but rather the collective interactions throughout a particular problem. In order to keep improving your service, you should write down key information in case there is a follow-up call. This will make it easier for everyone involved.
You’ll want to make sure that both of your notes are consistent in order to avoid additional mistakes. If there is a sequence of events or certain details that were mentioned, then speak them back so the person on the other line knows that you fully understand the issue. You’ll also want to be concise when documenting a customer’s issue because it can save them time and headaches in the future if they have to retell their story for your company’s records.
6) Measure And Reward The Right Things
The key to effective customer service is being able to measure what works and what doesn’t. This includes measuring how long it takes your customers to reach a representative, whether or not they return if there’s another problem, or if you’re able to fix their issue the first time. Make sure you’re focusing your customer service efforts on the metrics that will improve your business such as a low number of return interactions or faster-than-normal problem resolution. You also want to look at the positive effects, such as customers who come back even when there are no issues.
Doing this will ensure that you’re rewarding the right things and address performance problems before they become commonplace.
7) Be emphatic, not sympathetic
Saying “that sounds like it must have been really hard for you” can come across as unsympathetic while saying “I totally understand how frustrating that must have been for you,” conveys empathy. If the solution was something out of their control, then avoid phrases like “there was nothing we could do,” and instead say something along the lines of “we’re sorry we couldn’t resolve this issue.”
Express empathy towards the problem at hand, not just with words, but also the tone of voice. Let them know that you are genuinely trying to help them.
8) Fix problems as quickly as possible
Speed is key when it comes to customer service. Problems can quickly escalate into a PR disaster for your company, especially if you have a large audience and even more so when reporters are involved. It’s good practice to follow up with customers who’ve had problems within 24-48 hours, but try to fix the issue as quickly as possible. If it was something you could have controlled or done better, then show the customer that you’re taking their experience into consideration and going to make changes where appropriate.
9) Be sincere in your desire to help.
Your tone when speaking with a customer can make or break the entire interaction. Avoid sounding boring, disinterested, or robotic, and keep it sincere. In other words, don’t just look at what you’re saying from a logistical standpoint, but rather think about how your words are going to be interpreted by the other party. If you convey that your goal is to help the customer, then they’re more likely to return if there are future problems or they may even recommend your company to their friends and family.
10) Lead by example
If you want your company to be known for having good customer service, then you’re going to need to lead by example. There’s no way around it. The result of outstanding leadership is outstanding performance! Show leadership by example. Possess excellent attitude, self-awareness, and respect. Establish clear communication, instructions, and boundaries for the business. Streamline operational success through consistent training, fair pay, and fair treatment for all staff members.
Great customer service is just one way to improve your company’s brand. Additionally, it typically grows a company’s revenue and overall profits because it encourages customers to return for more business. However, putting good customer service into practice can be difficult without the proper training or tools so it might make sense to hire some partner who specializes in this field and already invested in the latest tools that can improve your brand’s online reputation.
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