9 Ways to Deliver Great Customer Service

You’ve probably heard how crucial it is for customers to have a “human attitude” toward themselves. They want to be understood. But the ability to show such an attitude is strongly related to the personal qualities of the employee who provides them with the service. This is a great customer experience technology, which will help to engage your customers. And since such an attitude is difficult to develop, it is important to be more attentive to the selection of personnel even at the interview stage.

On the other hand, by selecting the right people for customer service, you can develop a whole range of necessary skills in them.

Patience

Patience is a near-essential quality for customer service representatives. Customers that contact assistance are frequently perplexed and frustrated. As a result, you must pay attention to them and establish effective communication with them. Thanks to this attentive attitude, customers feel that you are not just processing a request or complaint, but really want to help them.

But patience is also important for the business as a whole, because the company’s association with excellent customer service is much more important than the single example of quick service. It is not enough to end customer interactions as quickly as possible. You must be willing to listen to them and understand everyone’s concerns and needs.

Attentiveness 

For a variety of reasons, the ability to listen to clients is crucial to providing excellent service. It’s critical to be interested not only in individual consumers’ experiences, but also in the input you receive as a whole.

Customers don’t always express themselves openly. Your online store, for example, may not be effectively adapted to the user experience. And if you think that customers will line up to point out this flaw to you, then you are wrong. True, they can hint at problems with phrases: “I can never find a search function on this site” or “where has this function disappeared again?”

As a result, unless customers explicitly point out concerns, you must be careful to interpret what they are saying.

Ability to clearly formulate a sentence

It’s crucial to remember that the client’s decision is influenced by specific communication patterns. When writing a sentence, use caution to avoid creating unclear circumstances.

Example: a customer contacts a car repair shop and is told that if he wants to change the oil, this service will be included in the final invoice. The client believes that he will receive this service free of charge. If he starts asking clarifying questions, the employee will probably apologize, and explain that he was misunderstood. But the client is unlikely to return to this car repair, since he does not want to take risks in the future. What if the next time he misunderstands the seller?

Product knowledge

Experienced customer service professionals tend to know their company’s products very well. They pay attention to the smallest details and thus know how to assist clients with specific issues.

Therefore, if you want to take customer service in your company to a new level, then you will have to spend time getting to know your own products better and learning to put yourself in the shoes of a customer who uses them every day.

That is why every new employee of the company should be trained to work with clients for at least a week – this is the most important part of the process of adaptation of newcomers.

Acting skills

Sometimes you will meet people who cannot be made happy with perfect service because they just love to complain or have a bad day.

These situations are usually outside your control, but they become part of the routine from time to time. Therefore, every customer service professional needs basic acting skills in order to always keep face, be positive and not get annoyed even in the most difficult situations. 

Time management

In the case of time, a dilemma arises. On the one hand, being patient and giving your customers adequate time to solve their concerns is a positive thing. On the other hand, you must keep in mind that appropriate time limitations must be adhered to. The problem is to make sure clients get what they want as quickly as possible.

To do this, you need time management skills: don’t waste time trying to do your best for the client in situations in which you are poorly oriented. Better switch it to another specialist.

Ability to read the mood of clients.

You don’t always meet with clients face to face, and in many cases you don’t even hear their voice. But this does not mean that you do not need knowledge of some basic principles of behavioral psychology and the ability to read the emotional state of the client.

Look in the behavior and speech of the interlocutor for small clues about his mood, character traits, personality. This will help you maintain positive interactions.

Know your product or service

To provide outstanding service to your consumers, you must be well-versed in all aspects of the product or service you are offering. In an ideal world, you’ll be able to explain its features and applications, demonstrate the benefits of using your product or service, and fix any issues that arise.

Keep your promises

Keeping your promises to your clients can help you develop a good relationship with them by demonstrating that you value them and are deserving of their trust. A positive relationship with your customers will help you to ensure their return business. So, it’s important to remember that any commitment is a promise. Whether it’s written on the company website, mentioned in an online customer service ticket or remarked upon in a service call over the phone.

Customers remember when a company or representative commits to something, and they trust that whatever is committed will be delivered. If a mistake happens and a promise is broken, make sure to offer something to make up for the broken promise and to rebuild the trust between you and the customer.

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