Investing in good customer service is the backbone of any business’s success. Unless you are not able to justify your products or services rightly, no matter how good the product or service is, you might end up packing your business.
Investing in a customer service department is a long-term investment. For example, if you call Amazon, or Victoria’s Secret and complain about your package being late than the expected delivery time, they won’t even take a moment to apologize and refund all your amount within 3 days. Similarly, in the ISP industry, several prominent names like Spectrum, Mediacom, CenturyLink, and even Cox have invested carefully in a good customer service department, offering spectacular after-sales services to their esteemed clients.
If you are working as a customer representative or handling a team of customer support, make sure to follow these tips to deliver better customer service. Let us dive in and see what you can do to improve it.
Table of Contents
Have Extensive Knowledge about Your Product/Services
You cannot handle customer support if you are not fully aware of the products/services you are selling. If a customer calls you and asks for a solution to a particular problem, you might not be able to handle it unless you have not gained full knowledge.
Extended knowledge of your products or services is the core of customer support skills. You or your team should be well versed with the practical details of your product including features, benefits, drawbacks, and other important aspects.
As a customer support representative, it is your responsibility to help customers to the extent they need. Ask everyone in your team to get full product knowledge and train everyone to surprise customers with recommendations – the customer has called for.
Positive Attitude Win Customer’s Trust
Attitude is the core of customer services and a positive attitude means a journey towards success. According to VP Operations and Customer Service at DigiCert Inc. Flavio Martins, “right attitude transforms negative customer experiences into positive customer experiences”.
Most of the communication is not face-to-face; therefore, it is better to reflect your attitude through your tone of voice and your language. When talking on a phone, misinterpretation of tone is quite a norm. Therefore, the customer service team must be trained so that they can display a positive attitude along with a flair of rapport, empathy, and friendliness in their conversation.
If you are giving customer support on Live Chat, it is good to use emoji’s to convey good humor. The trait that sets a business apart from other customer services is to handle a tense situation nicely in a calm demeanor.
Quick Response Means a Lot to Customer
According to Forrester, 66% of people consider valuing time to be the most vital thing in the online customer experience. In your personal experience, you might try to avoid calling customer support, if they do not respond promptly. Make sure to resolve the customers’ concerns as quickly as possible. Especially when it comes to petty issues, they should be resolved without any delays.
With that said, good customer service resolves the issue on time. Customers do understand that complex problems might take time to resolve. You don’t want your customer’s ticket to be queued in and forget without taking the note. Make sure to get back to your customers as soon as possible. However, keep in mind not to resolve the issue in rush or close the ticket without solving the problem.
Listen Attentively
A good sales representative listens to the customers attentively. Make sure that you and your team are trained to listen more and talk less. The more you listen, the better support you will be able to provide.
Without forcing your words in the customer’s ear, make sure to listen to what is being said. Demonstrate active listening skills and repeat once after the customer has stopped. This will help you to resolve the issue without getting it wrong.
Final Verdict
Customer support is the core of any business’s success. If you have not developed the skills in your team, you will not be able to take your company to the next level. Customer service means a lot in making loyal customers come back for your products and services without thinking for a second.