No matter how great your product is, if your customer service is poor, people will complain and you will lose your customer. Also, keep in mind that converting customer service from average to excellent does not happen overnight. This requires a serious commitment to meaningful change, a team of support, and work specialists throughout the organization.
What is Customer Service?
Customer service is an operation to support potential and current customers. Customer service professionals typically respond to customer inquiries through face-to-face, telephone, email, chat, and social media interactions, and may also be responsible for documenting self-service support.
Why is customer service important?
When 86% of customers drop out of a business because of a bad experience, it means that businesses should look at any support interaction as an opportunity to buy, hold or sell higher. Good customer service is revenue-generating. This gives customers a complete and coherent experience that aligns with the organization’s goals.
According to various studies, American companies lose more than $ 62 billion annually due to poor customer service, and 7 out of 10 customers say they have spent more money doing business with a company that provides excellent service. Knowing that customer service is the cornerstone of your customer experience will help you use it as an opportunity to keep customers happy and engage them in new and exciting ways.
Several key customer service skills
While providing good ongoing customer service requires work and alignment throughout your organization, a good place to start is with the support team. Hiring people who really want to help customers and paying rates that appeal to skilled professionals should be one of your priorities.
Finding and hiring the right people for a support team can be challenging. No specific checklist of work experience and university degree will make a person suitable for this field. Instead, you should look for features that are not necessarily teachable.
These people grow in individual interactions in their community. They love problem-solving, are warm, approachable, and do well in teaching others how to work. Here are some key customer service skills that every support professional should seek to develop and that every leader should focus on when hiring new team members.
Patience is very important for customer service professionals. However, customers who call for support are often confused and frustrated. Listening to them actively will help you patiently let your customers know that you will reduce their current frustrations. It is not enough to close customer interactions as soon as possible. Your team should be willing to take the time to listen and fully understand each customer’s problems and needs.
For a variety of reasons, the ability to truly listen to customers is critical to providing excellent service. Not only sound education but his alertness and dedication too are most required. For example, customers may not explicitly state their problem, but there may be a widespread feeling that your software dashboard is not set up properly.
Customers are more likely to say, “Please improve your user experience (UX),” but may say things like, “I can never find the search feature again,” or “Where is that particular function?” Be sure to ask you. You need to be able to understand what customers are saying to you without hearing directly from them.
3- Emotional intelligence
A great customer support representative knows how to communicate with people, he is also very good at how to deal with frustrated people. Instead of trying to recover, they wallow in their sadness and thus, experience more failure. The expert supporter understands that he or she must both prioritize empathy with people and communicate with them quickly.
4- Possibility of clear communication
Your customer support team is at the forefront of product problem-solving. On the one hand, they will be your company’s voice for your customers. This means that they must have a thorough understanding of products to know how to transform complex concepts into fully digestible and comprehensible terms.
On the other hand, they represent the needs and thoughts of customers in your company. For example, the customer does not have in mind the long-term explanation of problems to solve a particular problem. The ability to communicate clearly when working with the customer is an essential skill because incorrect communication leads to frustration and customer turn away. The best customer service professionals know how to keep their communication with customers simple and leave no room for doubt.
5- Problem-solving skills
Customers do not always correctly identify their pain points. Often, support is provided before using a solution or initiative to reproduce the problem ahead. This means that they not only have to realize what is wrong, but ultimately they have to understand what a satisfying action the customer will take to say goodbye to them.
6- A methodical approach
In customer service, rush causes waste. Hiring professional and detailed people will help a lot in meeting the needs of your customers. They will surely reach the real heart of an issue before they begin to answer. On the other hand, they have the ability to correct problems and ultimately follow up on customer issues on a regular basis.
Because the support team often has the difficult task of dealing with the frustrations of others, it is especially important that they understand how not to deal with the emergency – and potential anger – of frustrated customers.
7- Creativity and tact
Problem-solving is good, but finding smart and fun ways to travel longer distances and get customer satisfaction is far better. Injecting a typical customer service exchange with warmth and building a memorable brand personality will be a bit difficult because finding a customer service representative with this natural responsibility takes your customer service out of the “good enough” realm and outright. “Tell all your friends about it,” he said.
8- The possibility of using positive language
Effective customer service means being able to make minor changes to your conversation patterns. This can really help to create happy customers. Language is an essential part of persuasion, and people (especially customers) will have an impression of you and your company based on the language you use.
For example, let’s say that a customer will contact your team with interest in a particular product, but that product will not reach them until next month. Answering positive language questions can affect the customer’s response:
Without positive language: “I can not get that product for you until next month.”
In positive terms: “That product will be available next month. “I can place the order for you right now and make sure it is sent to you as soon as we arrive at our warehouse.”
The first example is not negative in itself, but the tone it conveys is sudden and impersonal and can be misunderstood by customers. Especially in email support where understanding written language can create a negative mindset. Conversely, the second example is the same statement (not available), but instead of focusing on the negatives, it focuses on time and how to solve the problem.
9- Product knowledge
The best customer service professionals have a deep understanding of how their companies’ products work. After all, without knowing all the details of a product, they do not know how to help customers when they have a problem.
“Having this strong product knowledge base not only guarantees the best insight but also crystallizes the best performance in our minds, even in the most complex situations,” said one employee. On the other hand, it helps you to have an understanding of the customer experience so that you can become the strongest defender of your organization.
10- Acting skills to have best customer service
Sometimes your team encounters people you can never make happy. Situations beyond your control (such as customers having a very bad day) sometimes interfere with the normal routine of team support. Every great customer service professional needs basic acting skills to maintain their usual happy personality despite dealing with people who are just grumpy.
11- Time management skills
On the one hand, it is good to be patient and spend a little more time with customers to understand their problems and needs. On the other hand, there is a limit to the amount of time you can devote to each customer, so your team needs to be concerned that customers get what they want in an efficient way.
12- Ability to check the customer
It is important that your team understands some of the basic principles of behavioral psychology to read customers’ current emotional state. Emily Triplet Lentz wrote in Boost Happy: “When a client’s signature includes a Ph.D., I seldom use a smiley face in support email. “Not that academics are mindless, but sending this” 🙂 “emoticon will most likely make you not take it seriously.”
The best support staff know how to watch subtle clues about a customer’s current mood, level of patience, personality, etc., and how to listen to them to succeed in keeping customer interactions positive.
13. Inflexible to have the best customer service
There are many metaphors for this type of character – “keep calm”, “stay calm under pressure” and so on – but they all show one thing: the ability of some people to stay calm and even influence others is more than Some others.
The best customer service representatives know that they can not let an angry customer force them to lose their temper. In fact, it is their job to try to be the “patient stone” of customers who think the world is falling apart because of their current problems.
Many customer service experts have shown how their focus on organizational goals always creates the returns that many businesses expect. This is because managers do not leave employees without goals. They can work hand in hand with business goals and reasons for customer satisfaction without leading to poor service.
Relying on frameworks such as the Net Promoter Score can help businesses provide instructions to their employees that give them freedom of action. But they are also taught priority solutions and common solutions to challenges.
15. Ability to manage surprises
Sometimes, customers want to mislead your team. They make a request that is not included in your company guidelines or respond in a way that no one expects. In this situation, it is good to have a team of people who can stand on their own two feet. Better yet, look for people who take the initiative to have a guide for everyone to use in these situations.
The result of speech
Customer service has different meanings for different organizations. But things will get even more complicated for companies that see customer service as a “cost-cutting race.”
As we said, customer service is an operation to support potential customers and your current customers. Customer service professionals typically respond to customer inquiries through face-to-face, telephone, email, chat, and social media interactions, and may also be responsible for documenting self-service support.