Customers remember for a lifetime the interaction they had with your company. The customer service team of any company is the face of the company. So, whatever experience customers gain from any company is defined by the skill and quality of customer support. Given below are the 8 tips that can help you improve your customer service skills and gain loyal customers.
1. LISTEN TO OTHERS ACTIVELY
Every person who calls customer care needs to be heard and served. The question or concern they have, should be answered proactively. One great idea of developing active listening skills is by practicing it on your family, friends and even co-workers. Firstly, whenever you start a conversation you should have a goal of learning something and focus on the speaker. After the speaker has finished speaking you should clarify to make sure that what you understood is correct. In the end, complete the conversation with a quick summary to make sure everyone is on the same page. Active listening will not only help you become a great customer service expert but will also improve your relations outside the office.
2. TRY TO UNDERSTAND YOUR CUSTOMERS
It is extremely important to understand how your customers are feeling and where they belong. There are some people who are born with the trait of empathy but some need to acquire that. When you are listening to the problems of the customers try to see the problem through their eyes and understand how they are feeling. This will not just reduce the conflict but also create an enjoyable interaction with your company.
3. REPLY POSITIVELY
Use positive language while talking to the customers as it can take the stress away from the situation. Words are so powerful that they can easily create trusting relationships with the customers. For instance; instead of saying “don’t use the second option” you can say “Going for the third option would be great”. Also, make sure that while talking to the customers always try to remain positive and calm even if the customer is angry.
4. UPGRADE YOUR TECHNICAL SKILLS
Numerous customers can call you every day and every person can have some different problem. They even expect their questions to be answered fast. If you don’t know how to execute a service ticket you will be wasting their precious time. Therefore, before interacting with the customers you should improve all your technical skills.
5. STAY UPDATED ABOUT YOUR PRODUCTS & SERVICES
To answer customers’ queries you should have an in-depth knowledge of your products and services. It is suggested that you should spend some time with the product specialist to know each and every detail about the product. This will help you to solve customers’ issues faster and you can also tell them about the usage of the product.
6. HAVE A CLEAR COMMUNICATION
It is extremely important that your communication is clear in both verbal and written especially if you are speaking to a person of a different native language. Make sure whatever answer you are giving is clear, concise and in your natural tone of voice. Customers need an explanation for their queries but they don’t want each and every detail. They only want their queries to get resolved timely. At the end of the conversation always ask the customer “Is there anything else I can do for you?
7. ANALYSE THE CUSTOMER FEEDBACK
If you want to know how good your customer service is, ask your customers about that. Once you will get to know about the areas in which you are best and in which you need to improve, you can work on specific skills.
9. BE READY TO LEARN
No one can become an expert in just one day. It takes a lot of practice and focus, to become an expert in any particular field. Customer service is no different from any other field. If you want to become the best customer service agent you should work on your customer service skills and learn from your mistakes.
I am Navneet Kumar Sr. SEO Executive @Hokosoko. Hokosoko is an Indian Online Shopping Site. Our aim is to provide the best quality product to customers on time and at the cheapest price.