Home Good Customer Service - The easiest and most useful strategy for dealing with customers, whether they are polite and friendly or cranky and demanding, is to put yourself in their shoes. What do you want from a customer service representative? What can be frustrating or unproductive? Often, putting yourself in the customer's head can help you understand their needs and wishes and make your interactions more efficient and enjoyable.
Taking responsibility for what went wrong—even if you're not responsible for product defects yourself—gives customers a sense that they're respected and understood. A simple and direct apology from the start will give the customer the feeling that you are on their side and that the company they are dealing with is humble enough not to cover up the incident. Likewise, saying thank you—whether for their time and patience, or for their kindness and use of the product—goes a long way toward building a friendly customer relationship.
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When customers make a mistake while using a product or service, they often get frustrated during the fix. Whatever happens, not only prevents them from using the product or service, but disrupts their day, forcing them to spend time on things they wish they didn't have to think about. So, with this in mind, it's important to remember
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While pinpointing the root of the problem in precise, direct language is helpful, making excuses for the problem can annoy customers and make them feel like their time was wasted. If you're not sure whether you're explaining or making excuses, the best strategy may be to focus on creating a solution to the problem rather than solving the problem itself. Customers will appreciate this efficiency.
Going hand-in-hand with knowing the difference between an explanation and an excuse, you should try to learn as much as possible about the product or service you're dealing with. In this way, when the customer mentions the details of the product in passing, you are very familiar with the product and the details will not exceed your understanding. Angry or frustrated customers are more likely to remain silent if they know that they are dealing with someone who is very familiar with the product itself and therefore willing to help them. This makes calls friendlier and more efficient.
Once the client has described the problem they are facing, repeating quick and clear problem summaries will immediately build your expertise with the client and instill confidence that they will be resolved. Don’t be afraid to ask clarifying questions if their question is complex – it will also let the client know that you are really there and listening. Taking notes while on the call will help you stay present and actively listen and make sure you hear everything your client needs.
Along the lines of careful listening, asking for feedback at the end of a call can give customers a sense of control and give you the tools to improve your customer service skills with each call. Be sure to use the direct phrase, "If you don't mind me asking, is there anything else I can do to improve your experience today?" By gathering this type of information, you'll quickly learn tips and tricks specific to the product you're working on , along with the demographics you're talking to, will put you on the right track for great customer service.
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