In customer service, there’s three key factors that will affect customer service. The first factor is the customer, the second is the customer service representative, and the third is the leadership/work environment.
Let’s focus in on the second factor: the representative and their responsibility.
When hired by a company to complete a job of provided exception customer service, there are 3 key things that you can do to ensure you are meeting that criteria. Sometimes our jobs are extremely demanding, and that stress can poor out to the customer. As the representative, you are the face of the company which comes with great responsibility.
- Have Confidence
Confidence is key to providing the best service. When you exert confidence, you are going to naturally demand respect. Be careful here that you do not come off as cocky. There is a very fine line of confidence and cocky. Having confidence sounds like this, “I hear your concerns, Mr. Smith, I am going to take great care of you and ensure your problem is taken care of promptly.” That statement will instantly allow the customer to feel at ease about their problem because you are taking care of it.
Listen to understand. DO NOT LISTEN TO SOLVE. Let me explain, when we listen to solve, we are not giving them our full attention meaning there may be some details that you miss. When we listen to understand we our allowing ourselves to get the entire picture before making assumptions or comments. Always repeat back to the customer what you heard to ensure you understood what they were saying. This will give the customer validation that you heard them, and it will allow you to properly solve the issue at hand.
- Personalize the Transaction
Have you ever walked into a business and they already knew your name and order? How cool is that? I’m not expecting you to memorize every customer’s name and order but there are some simple ways that you can personalize the transaction. First off, always introduce yourself. Secondly, ask for their name. Once you ask for there name, be sure to use there name at least twice throughout the conversation. This will allow them to know that one, you listened to them, and two makes them feel welcomed.
By doing these 3 simple steps you are allowing yourself to provide excellent customer service. There are a million other ways to provide excellent customer service, however these 3 simple steps are a must in every situation.