It’s not uncommon to wait on the phone for five minutes or more after pushing buttons for one to two minutes. When you do speak to the customer service rep, at the end of the conversation, have they really found a solution to your problem? To be fair, sometimes the answer is yes, but many times the answer is no.
However, good customer service is essential to the success of any business. Even if you have never had a disappointed customer, it’s important to have a plan of action should you find yourself face-to-face with a dissatisfied client.
Using the following tips will help you to stand out in your customer service skills. Number one is perhaps the most important tip, because when you implement this suggestion, you will be able to calmly help your customer, and this is what we really want.
Don’t Take Their Criticism Personally?
Try to get to the root of their problem without taking what they say as a personal affront to your business. Listening is especially needed when you they are upset and saying the first thing that comes to their minds. At this point, you may have to sift through the foolishness and really hear what they are saying. Much of what they are saying is not aimed at you but the problem. It’s the situation that they are angry about. Which leads to the next tip.
Communicate With Them
Answer your phone, emails, and make yourself available. This is particularly true when you are involved in sales. When people call a business owner who doesn’t answer the phone, they think twice about calling them again. In fact, their next call may be to someone who will answer their calls. Making yourself available will tell your client that they are important to you. It’s just plain good customer service.
Along the lines of communication, don’t assume to know what they want, and it is essential not to talk over them. I have had business owners talk over me, and, believe me, when this happens, you are not thinking about what they are saying. Not only is this rude in any conversation, but it leads to an unhappy customer.
At the end of the conversation, it’s important to repeat what you have discussed so that they understand that you really did listen and care about their requests.
Deliver What You Promise
Mean what you say and say what you mean when making promises to customers. They will remember. Even if they don’t bring it up or complain because you didn’t follow through with your promises, they will have it in the back of their mind. No business is so successful that they can afford to skip this step. It can cost you customers as well as potential customers.
When these three steps are implemented you will find that your customers feel that they have been listened to, that you care, and that your company considers customer service essential. Actively listening will tell you customer that they are important to you. After all, your clients are essential to the success of your business.