Ahh, everyone’s favourite group of friends… they taught us a lot: how to play poker, how to stand up to pushy parents, how to ‘safely’ manoeuvre furniture and, of course, what not to do when you’re “on a break”. In fact, the coffee house-dwellers even taught us a little about customer service. Did somebody say marathon?…
If you’re not prepared for your customer interaction (equipment, systems, knowledge etc.), you risk keeping the customer waiting. This could turn what had the potential to be a great interaction, into a negative interaction.
Even if your customer is acting aggressively, it doesn’t mean that they’re not right. After all, you know what they say: the customer is always right. It’s your job to listen (regardless of their telephone manner) and find the real root of the issue. Only then will you be able to provide appropriate and effective assistance.
You need to know your product/service inside-out. If you appear hesitant, you’ll only create frustration. However, there’s a fine line between being cautious and being hesitant. You must always provide accurate information- this boils down to effective training and your ability to absorb information. The brand, services and processes should all be second nature to you. That way, you can ensure you’re well-prepared to answer customer queries, both accurately and efficiently.
Listen carefully to your customer and their needs, and tailor your approach based on the knowledge you gain.
Without the need for assistance and advice, the customer wouldn’t be in touch in the first place. Assistance is expected, but the quality of the advice you offer makes the experience all the more personal. If you listen attentively to your customer, you’ll pick up useful bites of information; allowing you to go above and beyond what the customer expects from you.
Rules and processes are there for a reason (we’re starting to sound like Monica…). If you stick to the correct processes, you can’t go wrong!
Unlike Phoebe here, you should want to help your customer. If you’re being insincere, it’ll show. Being genuine is incredibly important. If a customer feels that they’re being patronised, or -worse- humoured, then you risk losing them as a valued customer. Talk to your customer in a polite, honest, authentic and human way.
Could you be any more helpful?