No matter how great your product is or how talented your staff is, it’s important to get your company into a position where customers have direct interaction with it. The route for direct interaction is without question, “customer service”. The customer support team is often the face of any company or organization, and your customers’ experiences will be defined by how much they are supported.
Poor customer service costs U.S. companies $62 billion a year. This is an enormous amount of money and indicates how important it is to provide good customer service. These statistics alone prove the importance and the need for improved customer service.
The fact that it’s so easy to increase customer loyalty via the customer experience itself should be encouraging. Here are some tips that can help you provide top customer support and gain loyal customers.
1. Practice Active Listening
Behind every customer service call, there is a person who can’t solve his or her problem without your help. The person needs to feel that they understand you, that you heard their concerns, and that you can serve them. Active listening is an important skill that requires practice to master, so be sure to practice daily with friends, family, and colleagues. It’s a good idea to have a conversation with the goal of learning something from the person you’re talking to. After you’ve understood what they’re saying, clarify to make sure you correctly understood them. Because it’s highly important to understand what the customer wants. Remember to summarize the results at the end of the discussion to ensure that everyone is on the same plane.
You’ll be able to improve your relationships outside of the office by actively listening. It’s one of the most effective ways to achieve customer service excellence, and also an excellent way to build rapport with other people.
2. Learn to Empathise your Customers
Empathy is the ability to understand how your customer thinks and feels. While there’s a natural tendency to think that this is a trait that a few people just have, it’s something that anyone can learn to develop. When you listen to customers, try to put yourself in their shoes, and imagine how they feel about the problem. It’s important in customer service because you make the customer feel understood. It will also make people like you more and make them enjoy interacting with your company.
3. Use Personalised Replies
Onboarding messages are great at helping users become familiar with a product or service, especially if they’re going through a steep learning curve. But social media can sometimes seem like they’re impersonal. They might not welcome users as the ones who send them indirect messages but direct and personalized messages can make them feel seen and noticed. Following this small and crucial step can make your customers feel welcomed, all with your customer service.
4. Use Positive Language
When customers call in, you can make their experience more pleasant by using positive language. A few words can have a huge impact on business. The use of positive verbs will help to create trustable relationships with your customers. For instance, instead of saying “do not click the red button” use a positive statement like “click the green button”. This is the future tense, it’s positive because it doesn’t describe what went wrong in the past. Something like “I’d love to help you with your issue!” or “How can I assist you?” can keep the customer in the present moment. If you’re speaking to a customer, make sure you’re authentic, positive, memorable, and stay calm and positive, even if the customer is angry.
5. Know your Services and Products
To help a customer, you must have a deep knowledge of the way your products work and how they should be used. It’s recommended that you provide your customer service agents with onboarding time with a complete guide so they can ask questions and fully understand how everything works. By shadowing various users and interacting with them regularly, you can help customers when they’re troubleshooting issues. You can learn product tips and tricks to make the product simpler to use.
6. Improve your Technical Skills
A lot of customers will give you a call with a problem, and they don’t want to wait a long time to get it solved. If you don’t know how to implement a service ticket, you’ll be wasting your valuable time. Before communicating with customers, you should read the online help documentation and practice using your live chat and ticketing system.
7. Communicate Clearly
If you are not native-speaking in the language you are speaking to someone, the ability to communicate is essential, especially if you are speaking to someone who has a different native language. One way to keep your answers clear, concise, and in your natural tone of voice is to monitor your speech so that you can sound like yourself when you answer. Customers want to understand why they need your product or service; however, they don’t need to know all the details at once. People generally just want their problems to be solved. They don’t care about what caused them, and you can share more details if they ask for them.
If someone has a question or request, you want to ensure you take care of it. So whenever you’re finished with one conversation, always ask if there’s anything else you can do.
Be sure to indicate if you put them on hold and whether the hold time is to gather more information or talk with a manager. While you’re talking to a customer, you mustn’t spend too much time idle.
8. Create Room for Customer Feedback
No matter how proactive your employees are, they won’t be able to get in front of every customer issue. The most important thing is to have a structured way of collecting feedback, so you can learn from it. So, make it easy for your customers to give you feedback, especially if you want to improve your product. This may be as simple as a form on your website or as complicated as an internal team dedicated to receiving and managing customer feedback.
It also helps keep unhappy customers away from stating their displeasure on highly visible places like your social media pages very everyone can notice them, which destroys the reputation of the company and other customers’ trust in them.
9. Engage the Executives
If your reps are tired or disengaged, it will be a useless waste of money to invest in better training and customer service. We’ve all worked with that one person who has superb customer service skills, but never makes much of an effort; conversely, there are those employees who make an extra effort to provide great service but don’t have the skills. Hence, improving employee engagement will help you attract and retain talent, which in turn will improve customer experience.
Another way to gauge worker satisfaction is to pose indirect questions to employees, such as in an anonymous suggestion box or through an employee engagement survey.
10. Be Willing to Learn, always
Even though it seems that way, Tom Brady didn’t become the professional player he is now in one day. After years of practice and experience in the backup quarterback role, he earned the starting position. Even though Tom Brady is a Super Bowl-winning quarterback, he continues to eat nutritious food, watch game tapes, and receive feedback from his coaches. Being an exceptional customer service agent is not something you are or you aren’t. You can learn to be excellent at it by working on your skills and learning from any mistakes. If you want your team to excel, then everyone is going to have to do this.
These are some of the most important tips from the myriad of ways in which you can improve your customer service. Hope these methods helped you understand the path to improved customer service in a better way.