In today’s world, customer service is a must. If you want to improve your business and generate more revenue, then having great customer service skills is a must! In this blog post, we will teach you 25 ways that will improve your customer service skills and help grow your business.
1. Be Attentive
Listen to what the customer is saying. The reason they are calling customer service is because something went wrong or there’s a problem so focus on them and take notes if needed. This shows customers that you are listening and empathizing with their situation.
2. Engage in Active Listening
Since you are listening, you should also do more than just listen. Nod as the customer speaks as well as provide verbal cues such as “uh-huh” and “mmm-hmm” to show that you are engaged in the conversation and understanding what they’re saying.
3. Remember What They Say
Take time to write down points or parts of the conversation that are important so you don’t forget. If you have trouble remembering, ask the customer to email or mail in a written form of their complaint instead.
4. Formulate Questions
When trying to resolve phone issues, it’s easier to do things over the phone than by just reading off a script. Prepare questions ahead of time in order to get a deeper understanding of the problem and a chance to solve it.
5. Use Email When Appropriate
If you’re having trouble resolving something over the phone, let the customer know that you will contact them via email with further instructions or an answer. This ensures that they get what they need and allows for further troubleshooting in a comfortable setting.
6. Offer a Solution
If you can’t fix the problem over the phone, then offer to schedule an appointment or give them further instructions on what they need to do next. If that’s not possible, offer them something for their trouble like free installation of an accessory.
7. Make it Right
Make your customer happy by offering more than they expected. If the issue was their fault, make it right by fixing the problem without any cost to them.
8. Apologize for Any Irritation or Mistake
Even if you couldn’t help the customer, apologize for any inconvenience they had to go through and explain how you can prevent that from happening again and how you will fix the problem.
9. Get Permission to Share Their Feedback
Ask your customer if it’s alright for you to email them with a follow-up survey or call them back with an update on what steps have been taken to resolve their issue. This shows that you care about their opinion and want continuous feedback so the problem doesn’t happen again.
10. Send an Appreciation Email or Letter
Send a handwritten letter, or email appreciating them for their business and feedback. It looks good on you if they write about how much they liked your service in their review of the product, too!
11. Ask Questions to Build Rapport
Build trust with your customer by asking about themselves and their interests. By showing that you care about them as a person, rather than just another number, they will be more likely to use your services again should the need arise.
12. Ask for Feedback on Your Customer Service Skills
If you’re unsure of how to improve or what skills you could strengthen, ask your manager or coworkers how you can do better. Take everyone’s advice seriously, even if it seems like criticism at first, because other people see things that you may not be aware of.
13. Read About What Other Customers Want
Find out what customers want by reading online reviews and other blogs to find out what features they want in their phone, what concerns they have about the product, and how you can make their experience better.
14. Be Patient
Have patience when it comes to resolving or troubleshooting your customer’s problem. It may not be something simple to fix but if they are getting stressed out, you probably are too so take a step back and breathe before starting to fix the problem.
15. Take Notes During Your Conversation
When you have a conversation with a customer, take some notes on what they say so that you can go back and prevent further issues from occurring or solve their problem more efficiently. By taking notes, you’re showing the customer that what they’re saying is important enough for you to document it for future use.
16. Let the Customer Know You’ve Taken Their Feedback Into Account
Once you go back to your manager or coworkers with their feedback, let them know what changes were made and if any research was done on what other customers thought of those changes. A customer’s opinion is important, no matter how small they are in comparison to the big picture.
17. Follow Up on Previous Customer Service Interactions Better than Ever
If you resolved a previous issue and your customer was satisfied, follow up to make sure they still think the problem is solved, or offer them any other support in case they do not think it is working anymore. You don’t want to lose customers because of a simple mistake.
18. Respond Promptly Even If You Can’t Resolve the Problem While On the Phone
If you’re on the phone, and an email comes in that is related to that customer service issue (such as a notification), respond to them via email instead of ignoring it until after you hang up because they will see your response and feel like you’re avoiding them.
19. Don’t Make Excuses for Mistakes
If you made a mistake and it caused your customer to have an inconvenience, apologize and explain why the mistake happened so that they understand and still think highly of your company despite making a small blunder. The last thing you want is for your customers to think that you’re just making excuses instead of solving the problem.
20. Put Yourself in Your Customers’ Shoes
Before transferring a customer to someone else, ask yourself if the issue they have been calling about is something you could help with if it were your issue as well. If so, explain to them what you would do and transfer them right away so that they don’t have to wait around on the line.
21. Be More Efficient with Time Spent on Hold
While a customer is waiting for you to help them on the phone, turn down your radio or television and put away any other distractions so that you can focus more closely on helping them as quickly as possible. Customers appreciate it when you don’t make them wait needlessly and keep the atmosphere professional and business-like.
22. Let Customers Know that You’re Listening to Them by Paraphrasing what They Say
When a customer explains their problem, repeat back to them exactly what they told you using your own words so that they know you understand what they’re saying and that you’re really listening to them. Paraphrasing what they say also shows them that you’re not just trying to rush them off the phone and you aren’t just going through the motions of taking their complaint or suggestion.
23. Be Aware of Different Communication Styles
Not everyone communicates in the same way, so make sure you are aware of these differences to make it easier for you to communicate with them. Some people might be more vocal about how they feel, while others may prefer to express themselves in writing instead of verbally. Let your customers speak their minds without judging them or telling them that you “know best.”
24. Don’t Overload Customers With Multiple Problems
If a customer is calling about one issue, and you discover that there’s also another problem wrong with their product, don’t tell them about it unless they specifically ask. If you overload them with information on things beyond the initial complaint they called in for, it can make things overwhelming and seem like too much of a hassle to resolve.
25. Make Problem Solving as Easy as Possible
If a customer’s problem is something that can be fixed, make it easier for them to get the solution by taking notes and keeping track of what needs to happen next, simplify any information you need to give out (such as product numbers), and offer additional support if needed. Customers will be happier when they know that you’re making an effort to get them the answer they are looking for.
What are the 3 most important things in customer service?
Customer service is very important. It means being professional and patient and treating people with respect. Doing this will help you be a good customer service provider, no matter what type of person you are or the type of person that comes into your business.
What are the 7 sins of service?
Karl Albrecht identified 7 customer-facing attitudes that often drive people away. These are: Apathy, Brush-off, Coldness, Condescension, Robotism, Rulebook and Runaround.
What is excellent customer service?
Excellent customer service means more than just being kind to them. It is about making sure they are happy with your products and services.
To come to the point
So, what do you think? Have we helped improve your customer service skills and knowledge of how to better support customers in the digital age with our 25 tips? Let us know by commenting below. Or share any other tricks or insights that have made a difference for you as a business owner providing customer service. We want to hear from you!