Any company would want its representative to be enthusiastic about providing outstanding service to its clients. However, most businesses’ challenge is encouraging staff to adopt a service mindset. It’s more of a willpower issue than a competence issue. Employees’ lack of motivation stems primarily from malnourished egos.
In today’s competitive market, when the stakes are so high, a company can’t afford to overlook one of its most crucial stakeholders: its employees. If a company wishes to delight its external consumers, it must also be willing to treat its internal customers with respect. As a result, service is primarily concerned with transacting and controlling egos.
What is great customer service?
Great customer service entails not just adhering to industry best practices, such as respecting customers’ time, maintaining a pleasant demeanor, and providing informed and resourceful resources, but also going above and beyond to exceed — rather than meet — expectations.
- Be familiar with your product.
As a customer support agent, you spend your days troubleshooting for customers, requiring product knowledge.
A broad understanding of your product is an important customer service skill. You should ideally believe in your product, be able to discuss features and use cases intelligently, and demonstrate to your consumers how the product may benefit them – not to troubleshoot any issues!
Your goal is to make sure your consumers get the most out of their purchases and feel like they received a good deal. Make it a point to understand everything you can about your product so you can wow your consumers with timely recommendations for additional features and services.
- Maintain a positive attitude
When it comes to providing good customer service, attitude is essential, and having a positive attitude goes a long way.
It’s easy to mistake written communication’s tone, and email or live chat can appear frigid. The brain interprets someone else’s emotional tone using a variety of signals, including body language and facial expression, many of which are absent online.
If an email or chat conversation becomes tense, don’t be afraid to utilize emoticons to show warmth and good humor or call up the phone.
- Quick action is required.
Sixty-six percent of consumers say that valuing their time is the most crucial aspect of any online customer experience. A cornerstone of solid customer service is rapidly resolving client inquiries. Speed should be a priority, especially for minor concerns that don’t take long to decide.
Quality customer service always wins out over speed. Customers are aware that more complicated issues take longer to fix. There’s a distinction between the time it takes you to reply and the speed with which you handle their cases. Customers do not want to wait in a ticket queue, but they are willing to wait as long as it takes to fix their problem. Return customer calls as soon as possible, but don’t rush to get them off the phone or dismiss the ticket without fully resolving the issue.
- Personalize your service
Customers seek better human service in 40% of cases. That they want to feel more than just a number on a ticket, they become enraged when they are not treated as individuals, receive boilerplate responses, or are passed about like a tennis ball to several persons.
Customers like to deal with people rather than businesses. It’s one of the reasons why many firms offer birthday presents to their consumers.
Do you remember your customers’ birthdays as well as their names? What about their passions or pastimes? Are you able to make them laugh? Of course, this isn’t possible for everyone, but going off script and adding a personal touch when you can is an integral approach to show your consumers that you care.
Good customer service abilities
Here are the top customer service talents that reps must possess to give excellent service.
- The capacity to recognize and meet the demands of customers
- Effective questioning and listening
- Presenting alternatives and solutions in a clear and simple manner
- anticipating the demands of customers
- Listening to what customers have to say and acting on it
- Problem-solving in a timely and efficient manner
- Building relationships can be as fundamental as addressing a customer by their first name or following up on a previous issue.
- Cross-functional collaboration—resolving client concerns frequently necessitates collaboration with different agents or departments.
- Customer appreciation—when customers contact support personnel, they want to feel valued.
Although a customer’s loyalty or unhappiness may be decided, customer assistance is not solely the job of your frontline workers. Customers expect the frontline employees to be as accommodating as possible, so everyone in the organization must collaborate to solve problems and create memorable experiences. As a result, many businesses are turning to platforms that are specifically built to improve customer-agent interactions. OneDios is one of them. Blue Star, Voltas, and IFB are among the brands that have worked with the organization to deliver a novel approach to customer support. Thanks to the technology, Bluestar customer care has vastly improved.
Customer service is a journey that never ends, and you can never stop improving your customer service. In any customer service approach, there is always space for improvement. Customers’ comments, how customer service staff respond, and the outcomes of each encounter can all be used to identify areas where the customer service program can be improved.