Make it your goal to learn everything there is to know about your product so you can amaze your customers with timely recommendations for using new features and services. Attitude is everything, and a positive attitude goes a long way in providing excellent customer service. Since most customer interactions are not face-to-face, your attitude should be reflected in your language and tone of voice. Everyone has heard of the legendary customer service at Zappos.
For example, they once sent a best man free shoes the night before the wedding after his order was sent to the wrong location due to a mistake by the delivery company.
Resolving customer queries as quickly as possible is a cornerstone of good customer service. Customers understand that more complex queries take time to resolve. You should, too. That means they want to feel like more than just a ticket number. Customers want to interact with a person — not a company. How about their interests or hobbies? Can you make them laugh? Your customers are the most integral part of your business, and they come before products or profit.
Treat them like they are the center of your world — because they are. So, get to know your customers. Humanize them. Humanize yourself. Your customer service reps are on the front lines of satisfaction, but how many of your reps are actually the cause of the issue at hand? Very few. When being shouted at, insulted, and rudely rushed are all just a part of your day, it can seem like playing Russian Roulette every time you pick up the phone or otherwise greet a customer.
But keeping your cool is critical to great customer service. According to a study at the University of Toronto, impatience makes doing hard things like talking down an irate customer even harder. It also impedes your enjoyment of life, and if you think dealing with unhappy customers is a pain, just wait until they make your whole department ornery. Instead, breathe. Effective Listening. All of your agents could do their jobs better with a little more training, and an easy way to start is by teaching your staff how to listen effectively.
Listening skills are about more than just turning up the volume on a headset. Often, simply rephrasing the issue in your own words and asking a customer if that sounds right is enough to make them feel like you really understand them. According a Employee Engagement Trends Report, your customer service reps are probably among the least engaged of your employees. Instead, surprise your customers by being fully present and turning your complete attention to their plight.
Time Management. But doing so is bad news. Put a customer on the back-burner, even for a few minutes, and it may cost your company their business. Instead, make quick response times a priority. Streamline systems so updating customer information and reporting is quick and easy. Willingness to Improve. Customer expectations are always changing and new technology to manage them is constantly emerging.
We learn something new every day on the job. How do you motivate your employees to improve? Speaking of having the right tools, one of those tools is basic knowledge about your business. Plus, believe it or not, many customer service inquiries can be great opportunities to make yet another sale. Customers arm themselves with knowledge and generally attempt to solve their own issues before contacting your reps.
While it may be embarrassing when a customer knows more than your customer service representative, if that rep gets flustered while trying to hide a lack of knowledge, you may lose business. Thick Skin. Want to pass on the good news? Here are eleven ways to become an excellent customer service professional:. The most important rule in providing excellent customer service is to be friendly.
Try to greet customers with a smile and always be courteous and respectful. It is important to always remain kind and empathetic to your customer, even through stressful or contentious situations when customers appear disappointed or angry.
Another factor in good customer service involves the timeliness of your responses. Customers appreciate a speedy response to their inquiries, especially when they have a time-sensitive request. For good customer service, try to return all phone calls and emails within 24 hours. Let customers know how long it will take you to assist them. To offer your customers excellent service, you should know every aspect of the product or service you are selling.
Ideally, you will be able to discuss its features and uses, show your customers the advantages they get from using your product or service and troubleshoot anything that is not working correctly. Listening is one of the simplest ways to provide excellent customer service. Sometimes customers just need to be heard, so be sure to actively listen to what they have to say. They might have a valid point that you can use to make your product or service even better.
By listening attentively, you can understand exactly what your customer needs from you. Related: Communication Skills: Definitions and Examples. Customers often remember sincere gratitude, and it reminds them why they hired your company or shopped at your store.
Saying thank you after every transaction is an easy way to provide excellent customer service. Here are a few other ways you can thank customers for their business:. Related: Guide to Thank You Notes. Providing great customer service means knowing who your customers are and what they want.
Here are a few tips on how you can get to know your customers better:. Asking your customers for feedback shows them you care about their opinion and want to be helpful. Allowing them to provide feedback can make them feel appreciated. You can use feedback forms, customer surveys, questionnaires or first-hand feedback when customers are completing their orders to find out what they need and what they think of your business, products or service. Once you have feedback from your customers, you should make use of it to improve your customer service process.
You can take time regularly to review the feedback you are getting so you can identify areas where you can improve and note any specific changes you can make. A positive relationship with your customers will help you to ensure their return business. Showing that you care about them may inspire their loyalty and appreciation.
0コメント