7 Ways to Prioritize Customer Service
Your nametag says “How Can I Help You?” but you are thinking ” I wish I had Harry Potters Invisible cloak. Interacting with customers, sorting through company policy, and fielding complaints, make the customer service industry tough. However, putting on kindness, honesty, and patience throughout the day will make it easier to deal with unhappy clients, working long hours, and workplace pressures.
If you are a customer service worker or manage a customer service department, here are a few things to consider.
Practice basic communication etiquette. Start the interaction on a right foot by making the customer know you aren’t bothered with the request. Utilize the basics – greet customers with “hello,” be sure to smile, and make eye contact. If the interaction is over the phone, be sure to smile; your friendly tone will come across.
Handle difficult issues with class. Some customers are going to be downright hard to please. That’s a given! However, if the request goes against company policy, the customer begins acting belligerent, or something is your fault, remain professional and
avoid taking the tone of the unhappy customer. Explain to the customer that at this point you need to pass the situation to your supervisor. Know that happy customers who get their issue resolved tell 4-6 people about the experience. Even though you may be frustrated or stressed, your position has the power to either turn customers away or increase brand loyalty.
Keep your cool. Be aware if you need a few minutes to collect your thoughts and settle your attitude after a rough interaction. Give your next customer your full attention by taking a 2-3 minute break to avoid displacing frustrations.
Listen to yourself. Do you have pleasant conversations with your customers? Are you often talking about your family, your job, and your coworkers? Never vent to your customers about personal or work issues. Also, put value on the customer’s time. For instance, if you work in the food service industry, know they don’t necessarily want to spend their time drinking coffee while having small talk with you.
Avoid private conversations around customers. Details about your recent vacation or what you saw on Facebook shouldn’t be overheard by your customers. This concept should also be extended to our technology. It’s inappropriate for customers to see you texting or on a personal call.
Review your appearance. If your company doesn’t require uniforms, go the extra mile to impress. Along with following your company’s dress code requirements, pay attention to your accessories and raise the bar for yourself, including cared-for shoes, well-managed hair, and appropriately sized and colored jewelry.
Don’t forget the “thank you.” Leave each interaction with a positive note. Thank the customer for stopping in today, alerting your company of an issue, and patiently waiting for the resolution.
Finally, if you manage a customer service team it’s important to keep your employees satisfied. Know that 60% of customers will pay more for a better experience and 39% of your business will leave after bad customer service, according to SalesForce Desk. Your customer service team holds more power for your company than you might be giving them credit for!
