Customer service is the assistance you provide clients before and after they purchase and use your products or services. Good customer service makes their experience with you simpler and more pleasurable.
There is much more to customer service than answering queries over the phone. Any business must now respond via email, live chat, and social media, as these are the most essential customer communication channels. Important skills include communication, persuasion, courtesy, patience, and listening, as well as a commitment to your product, service, or solution.
Excellent customer service requires adhering to best practices such as:
valuing the time of consumers,
maintaining a pleasant demeanour, and
providing knowledgeable and consistent responses.
If your business goes above and beyond by striving to exceed rather than merely meet expectations, it will quickly establish a brand that customers and potential customers respect.
In today's marketplace, trust is just as essential as price, as the prospect of purchasing a cheap product or service and receiving a subpar one, or nothing at all, is at the forefront of consumers' minds.
The following are exemplary customer service skills that all customer service professionals should aspire to acquire:
Smiling – Smiling, both online and offline, as you would in any face-to-face conversation while responding to inquiries and delivering important information is essential.
Be like the customer - Customers respond positively when they receive assistance from a person who is as obviously level-headed as they perceive themselves to be. Remember that if a customer yells, the proper response is a brief pause, followed by a slight increase in your own voice as you say "I understand why you are frustrated" and then repeat the issue they raised with the phrase "just so I can get this right"
Listen first - When a customer is upset or frustrated, he or she will not pay attention to what you have to say. Listen to their problems and then attempt to assist them. "Let me just clarify what you are saying so I can understand" Never provide solutions before you understand the problem; listen and then respond. Frequently, it is unclear at the beginning of a conversation what issue the customer is actually addressing.
Customers need to know that you heard them, so reassure them that you comprehend the reason for their call. Customer service that effectively interprets what the customer is saying appears more human and reflects positively on the business.
Summarize your assistance - Repeat the customer's problems in a supportive manner after you have heard them. Then, in the same tone, "suggest" to them a solution to the problem. Asking them what they want you to do will not calm them down; however, suggesting a solution will initiate a conversation and end the initial diatribe.
Prepare - For efficient customer service, jot down some straightforward answers. You may not use them, but you should have a few go-to lines to control any conversation with a difficult customer.
Thank you for calling – this should be automatic on every call!
I am so sorry you are having this problem
I can understand why you are upset
Let me see if I have this right
Let me see if I can resolve this for you right now
I understand what you are saying, and I believe I can help
You are right, let me check something
You are right, let me get the right person to call you back to save you time
Good admin – Ensure that you have immediate access to data indicating how frequently this customer has purchased from you. Sometimes, it's best to immediately refund a loyal customer with no questions asked; it's excellent business!
Emails, specifically initial responses, must be answered within a predetermined timeframe. Far too many businesses are extremely poor at this, so a prompt response will go a long way toward calming your customer.
Consideration - Select your online remarks with caution. A good rule of thumb is to employ an informative, compassionate tone. Far too many conflicts escalate due to both parties' careless use of words and tone in emails and online conversation.
Look for hints if something is unclear - Sometimes it can be difficult for customers to express themselves in writing; therefore, do not rush to conclusions when reading what they have written. Always begin by rereading, as your initial impression is frequently incorrect; people frequently write emails in a straightforward manner, and you should consider whether this is the reason you believe the customer is furious!
Social media responses - Always respond to a customer's social media post, particularly if they require assistance. Even if you are unable to respond immediately, make fast initial contact and let them know when and where you will reply.
And remember - Move them from social media to email or phone! Do not make it a public debate.
Do not take the bait - The exception to "always respond" is when you are confronted with an obvious attempt to start a fight in a public place. Frequently, these comments are directed at the business itself, and, online, other social media users will sometimes fall for the lure. Always reply, "We cannot determine when you actually purchased from us; therefore, could I send you an email so you can provide me with the details."
How to Handle Irate Customers
Remain calm.
Listen!
Repeat back to them what they say (but not the negative comments!). “Let me clarify this, you said …”
Create brief pauses by stating, "Can I just check something with you?" or "Can you confirm your invoice number?" - questions to which they must respond without continuing their rant.
Thank them for bringing the matter to your attention; "you did the right thing"
Define precisely what you will do "to solve the problem." Never say "your problem”; if they are furious, this will only make matters worse.
Schedule a time to contact them again, if necessary. And do not ask them to contact you, your business must contact them.
Be genuine; do not say anything to dissuade them; they will only return more enraged.
If you are online, you must expect to encounter pests. It is essential to maintain composure and avoid becoming emotionally involved in the negative cycle. Engage with the critics in a professional manner; doing so helps an organization maintain its professionalism and neutrality.
It is essential to differentiate between legitimate complaints or criticism and hecklers. Be forthright about any complaints regarding your products or services, do your best to resolve issues, and maintain your position of empathy while sincerely attempting to assist. If your critic rejects assistance, disengage. Your audience will understand – everyone experiences terrible people online these days!
When dealing with trolls (individuals who have never purchased a product from your business), you must determine if a nasty comment merits a thoughtful response or if you are simply giving attention to someone who is pursuing it. It is unnecessary to respond to every troll, and you should avoid accepting the bait. Consider your audience and whether or not they would concur that the negative remark requires a response.