Customer service is the face of the company, even though sales is the initial contact. While it is crucial to create a good brand image, customer service ensures that it retains the value amongst the public. Offering quality service is rudimentary to any corporation – be it big or small.
Unfortunately, not many companies provide decent customer service and hence, lose the clients despite offering the best in the market! A happy customer would mean a happy business. Let’s dive into the common mistakes the organizations make and how to fix them,
Listen and not hear
Speaking is a skill that requires a lot of confidence, and it doesn’t come easy. On the other hand, listening is a craft that people own seldom. The representative has set rules in their head, and hearing those trigger words sets them to jump to conclusions.
While most of the issues are the same, the customers sometimes are confused about their concerns. Assertive listening helps in deducing the possible cases and resolving the core ones. Jumping to a conclusion might save your Average Call Handle (ACH), but listening ensures quality resolution and customer satisfaction!
Revert efficiently
Do you know? 41% of the customers expect a response to an email in the first 6 hours! That might sound burdening but following efficient planning guarantees that the requirements are met. Initiate a proactive approach where you email the client well in advance, asking if they need any help with the product or service.
Know your clients so well that you ask them their concerns before their realization. Use email search tools like GetEmail.io to find the professional email addresses. It also comes with a chrome extension to Linkedin and Gmail accounts to find your contacts easily!
Omnichannel approach
Customers are spread everywhere around the communication channel and their preferences to contact also vary. Not learning the differences is detrimental to maintaining a quality name in public. 64% expect real-time assistance from customer service.
Offering online chat, live calls, and call back services helps you retain over 89% of the customers! These numbers only prove how customer service is a powerful aspect of the company’s image. Create a presence even on social media and offer efficient service to create and maintain a buzz amongst netizens.
The empathy
The synonym for customer support should be empathy. Imagine yourself in their caller’s shoes and try to understand their situation. They might seem unpleasant but understand their concern’s root cause instead of reacting bluntly.
Acknowledge their emotions using sentences like “I’ve been there too, I can understand the discomfort” and “Don’t worry, I’ll take care of that for you!”. Such statements bring a sense of trust and peace to the customer. However, there is a fine line between a customer annoyed with the service and a client venting their anger somewhere! Be wary of such calls and transfer them to the manager if need be.
Final thoughts
Every day is a new learning experience when it comes to customer service. Always remember to speak crisp, direct and pay attention to details. Keep working on improving the customer’s experience by upgrading your skills.
