It’s often the little things that make the biggest difference in the success of a business. We find that some of those little things are the nuanced approaches customer service staff are required to deliver day in and day out.
Here are a few customer service tips you can remind your team of to keep your customer experience intentional.
1. Find common ground
Everybody likes to have something in common with others. Fortunately, the customer service situation is a prime opportunity to benefit from this desire. When a customer knows that a representative identifies with his or her situation and makes a concerted effort to solve a problem, you’re on your way to a satisfied experience.
2. Give credit to complaints
If someone has taken the time to reach out to your company to notify you of an issue, it is important to them, no matter how common it is to your staff. This might be the most difficult part of providing customer service because the more mundane something is, the easier it is to poorly position your customer in your mind. Be cognizant of this tendency and do your best to train your team to see the situation from your customers’ eyes.
3. Be positive
An uplifting tone can bring even the most negative of moods back to a point of solution. The more positive your team can be when taking a call or ticket request, the more positive the customer on the other end will respond. This will keep the conversation productive and therefore shorter, allowing more issues to be resolved.
4. Take your time
Nobody likes being rushed. This is especially true when you are experiencing a product or service and looking for help. In the case of customer service, this means taking your time with your customer to make sure all of their questions and concerns are addressed to their satisfaction. Be sure to continually ask “is there anything else I can help you with?”
5. Know how to close
Closing is an underrated skill in customer service. If there is a specific action you need your customer to take, be sure to understand what the most common objections are and how to answer them. Be sure to create lessons for your customer service team about closing in addition to role-playing exercises to make them comfortable with the process.
Learn how customer support teams are using Lessonly to stay on the same page here.
Image source: Giphy