The customer experience is a major part of every business, and it’s important to keep customer service high on your list of priorities. But what exactly does great customer service look like?
Empathy, patience, and professionalism are 3 customer service skills that can make or break your team’s success. Learn how to enact these traits and improve your customer service game today!
1. Ask for Feedback
Asking for feedback is one of the most effective customer service techniques you can implement in your business. Not only does it allow you to get a clear view of how your customers are feeling about their experience with your product, it can also give you a head start on making changes to your customer experience strategy.
You can ask for feedback from a variety of people, including your colleagues, clients, and even managers with different management styles. The key is to choose those who will provide you with a balanced perspective on your work.
This will help you get a more realistic view of how your work is performing and make sure that you are growing as a result of the feedback. It is also a good idea to ask for feedback on a regular basis to make it more likely that you will actually use the information.
Another reason to ask for feedback is that it helps you identify your blind spots, which often reveal opportunities for improvement. Without these ‘ah ha’ moments, it can be difficult to realize that your strengths and weaknesses are affecting your performance.
Finally, asking for feedback can help you create a culture of openness and transparency. It is crucial for a healthy business and it is also a great way to build trust and loyalty with your customers.
A simple way to start asking for feedback is by sending a quick email to your colleagues and team members. If they are in a position to provide you with relevant feedback, it can be a great opportunity for them to step out of their comfort zone and offer their thoughts on your work.
2. Ask Questions
Question-asking can be an effective tool for getting the answers you need from your customers. It can also help you build strong relationships with them and improve your communication skills.
When you ask questions, it helps you get inside their head and understand what they’re really struggling with. This will allow you to craft your products and services to suit their needs.
The right questions will make your customers feel like you care and are there to listen. They’ll be willing to share more information with you, which can result in better customer service.
Another benefit of asking good questions is that they can help you gain more insight into your customers’ goals, challenges, hobbies and habits. This will enable you to create products and services that cater to their unique needs and interests.
This is particularly important for product-based companies, as customers may not be aware of all the features or benefits of your products and services. Having them explain what they enjoy about your product and why can help you create a more enjoyable experience for your customers.
For example, you might ask a customer what they liked about your product when they first bought it, and then you can use this to improve your products and services. Or, you might ask a group of current customers what they enjoyed about using your product recently to get an idea of what changes need to be made.
You can also ask your customers about their experiences with other companies that sell similar products or services. This will give you a better idea of what your competition is doing to provide better customer service and keep their customers happy.
3. Resolve Issues Quickly
Having a quick response to customers’ issues is vital for the success of your business. In fact, more than 80% of customers say that a fast response is one of the most important factors in their decision to purchase from a company.
It can also mean the difference between customers who stick with your brand and those who choose to leave negative reviews. A slow or sluggish response to customer requests can be enough to drive them away from your business, so be sure to take a proactive approach with your support team.
One way to speed up issue resolution is by ensuring that all of your agents are aware of how they are expected to handle each ticket. This means making a clear outline of what is expected from each member, including how long it should take to get back to customers and what steps they need to take to resolve the issue.
Another way to ensure that you’re able to resolve a customer’s request quickly is by taking screenshots of the issue when possible. This can save you time and money in the long run.
Taking a screenshot of an error or other issue can allow your support team to quickly determine what the problem is and how it’s being caused, allowing them to begin the troubleshooting process before it becomes a bigger problem. Having a screen capture handy will also help your team identify and resolve other problems that might arise from the issue, which can prevent it from being worse than it could have been.
It can also be helpful to let your customers know when you will be transferring their call to another person who can assist them. This helps to avoid any confusion and allows your customer to have peace of mind that they are in the hands of a professional who is dedicated to helping them.
4. Listen
The ability to listen is a valuable skill that can help you communicate with customers and improve your customer service. It can also be a great way to gather data for improving your operations.
While listening is an essential skill that everyone should possess, it can be difficult for some people to do so effectively. These people may be Type-A employees (driven, motivated, active), or Type-B employees (laid back, unhurried, inactive).
If you are a Type-A employee and you are not able to listen effectively, it can negatively affect the quality of your work. It can also impact how productive your team is as a whole.
To avoid this, you should focus on being attentive and empathetic while you are listening to your customer. This will help you make them feel more comfortable with your company and increase the likelihood that they will keep using your product or service.
When you are listening, you need to take note of their tone and inflections. This can be a good way to understand their emotions and determine the root cause of their issues.
This will make it easier for you to address their needs and resolve their issues in a timely manner. It will also show them that you are empathetic and committed to their satisfaction.
It is important to remember that your customers are calling you because they need help. They want their problems to be resolved as quickly as possible, and you need to be able to do this.
It is very easy for customer support agents to get frustrated when they are working on a case and need to answer a million questions. However, it is important for them to remain calm and not let their rage get the better of them.
5. Patience
Patience is the ability to sustain long-term relationships with others, and it’s a crucial skill for customer service agents. It also helps them manage their time more effectively and reduces stress and conflict.
Many people struggle with impatience, and it’s important to know what triggers it. It may be a change in your mood or thoughts, or it could be someone’s behavior or a situation.
If you’re noticing that your patience is slipping, try to identify the cause of your frustration and take action to address it. For example, if you feel that your patience is being challenged by a sale process, take a moment to breathe and calm yourself down.
Another way to practice patience is by listening carefully to each conversation you have with a customer. This is an important customer service technique because it shows that you care about the other person and want to understand their perspective and insights.
It’s especially beneficial to listen to customers who are upset or frustrated about something. It will help you understand their feelings and give you insight into what’s going on in their minds, which can lead to more helpful conversations with them in the future.
When you’re talking to a customer over the phone or through a video call, it’s helpful to lean forward and sit up straight. This will make it easier for you to give them the attention they need and ensure that you sound as helpful as possible.
This is a simple but effective technique that will deliver results. It encourages agents to be friendly and enthusiastic while providing a personalized experience for the other party, which can result in stronger customer connections and improved satisfaction.
