by Louise Penman
Customer service is all about the customer experience. Perceptions of a company are moulded by the interactions customers have with the business whether it be through call, email, social media or webchat. Opening your call with a friendly hello can set the tone for the rest of the interaction. This is a great time to introduce yourself to the customer by name and add a personal touch to the call.
The next step is to identify the reason for the call. A customer will tell you their issue but it’s good practice to probe the customer further with some open questions. Open questions help you to get a full understanding of the issue and offer the best resolution.
Next it’s important to explain in detail what you’ve already done for the customer. It’s then best to explain what the next steps are. This is a good opportunity to set realistic expectations to the customer for when they can expect to hear back and have the issue resolved. This goes a long way in easing any concerns the customer may have and helps reduce the chance of them calling back.
Lastly, I would always offer further assistance at the end of a call by asking “Is there anything else I can help you with?” This simple question further cements the image of caring for our customers and may give you the chance to prevent a repeat call.
With the above in mind, here are my 5 top tips for delivering great customer service:
1. Manners Cost Nothing
Being polite to a caller not only helps the company image but offers the customer a pleasant experience when dealing with their issue. Being polite will also help calm a customer if they are upset or agitated.
2. Get The Full Picture
Ensure to ask plenty of probing questions to help you arrive at the best resolution. Asking the right questions will help you get the right solution for the customer.
3. Remain Calm
Sometimes customers can take out their frustrations on you. Remaining calm, being sympathetic towards the customer and not taking it personally will go a long way to soothing the situation. In situations like this it’s important to remember you are there to help the customer, and losing your cool will only make the situation worse.
4. Keep Your Customer In The Loop
Explaining what you’ve done and what you’re currently doing for the customer reassures them their query is being handled. If you need a few minutes to do something, let the customer know there may be a silence while you complete the task.
5. Recap The Call and Offer Further Assistance
It’s good practice to recap what was discussed and what actions you are going to take for the customer. This keeps repeat callers to a minimum and leaves the customer feeling totally satisfied that all their queries were answered.
If you think you’ve got what it takes to be a great Customer Service advisor, find out about joining our team here.