Whether this is read to improve the customer experience within a company, or to improve personally in customer service, the article can be used to increase knowledge in customer service. Below are some things to consider when providing great customer service.
Understanding the customer
Maybe the most important part of great customer service has to do with understanding the customer on the other side. This is of importance across all platforms, phone, face-to-face, and print.
The reason why it is so important has to do with the trust that comes from a mutual relationship. When the customer and representative communicates there is important information that is conveyed. The information can be broken down into many different parts, however usually in customer service, how customers say something is as important as what they say. Sensitivity for nuances in communication is something that can be trained.
Communicating with the customer
When the customer is understood and the reasons for the contact are identified it is the representative’s turn to provide a solution. The solution should be created through two way communication for the customer to be satisfied with it. Again, what is said is at least as important as how it is said. This can be tricky at start, however, after some trial and error most will find things that are working and things that are not. For example, usually, customers do not like to hear things such as “unfortunately it is not possible” or “we can not do that”, instead customers may like “we can do it this way” or “sure, just give me a minute to provide a solution” better. Most customers will be fine with waiting a little for a good solution. This leads to the next part which has to do with how a customer service representative solves the customers inquiry.
Providing a solution
The solution should provide what the customer needs. It might not be possible to provide a solution that will cover all the inquiries made by the customer every time, however, the customer service representative could try to do the absolute best of the situation.
When providing a solution it is important to keep it short and simple, and to answer any possible questions that may arise. Time should not be a constraint in this part, and there should be no pressure to “finish off” the customer to shorten call time. This will in the long term lead to happier customers.
Summary
- Sensitivity for nuances in a conversation.
- Attention to how something is said.
- Keeping it simple and answering questions patiently.
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