Introducing Yourself Correctly
First impressions are a huge portion of all interactions amongst all facets of life. Whether they be verbally on the phone, in text over a chat-based help service, or in-person; it all amounts to first impressions and how those first impressions are carried out by you if you're a customer service provider. With customer service, it's important to assess the situation the best you can prior to the initial interaction. Customer service is all about being proactive rather than reactive. When you're proactive, you'll be better prepared for nearly any and all situations which may arise during your conversations with customers by quickly assessing the customer's tone, issue with the product/service, and next steps. Read on to learn more about how you can improve your customer service skills with some of our tips!
Having the Right Tone
Having the right tone for a situation is something which is learned through practice over time. Every person you'll interact with is unique, as is their situation. They may be having the worst day of their life and on top of that, the product you're providing support for decides to malfunction. So now they have that issue on top of everything else they're dealing with. In this situation, you'll most likely be able to pick up on certain tones and word choice when someone is truly feeling down. With practice, you'll be able to determine how to best address the issue with the product and also help the customer have a better day just from interacting with you. Positivity, confidence, and assurance in your tone will allow the customer to trust your abilities to diagnose the problem and correct the issue in due time.
Diagnosing the Problem Efficiently & Effectively
The most important part of this process within the technical side of things is diagnosing the problem with the product or service. If you're unable to do so, the purpose of customer service may as well not even exist. This is why it's crucial to do your best to solve a problem. If you are unable to do by yourself, it'd be wise to escalate the problem to a superior and have them examine the issue to increase the chances of diagnosing the problem and having the customer happily satisfied. With all of this being said, it's important to remember it's typically easier to retain existing customers than find new ones.
Providing Further Solutions to Prevent Future Problems
When you go above and beyond for the customer in the way of advising them on how to best prevent future issues from occurring, you'll discover customers will genuinely appreciate the guidance and explanation. This will additionally help you by preventing a customer from having to call back multiple times for the same issue and possibly end up leaving a bad review. Keeping the customer happy can go great lengths and this is one of the many, many ways you'll be able to do so as an excellent customer service representative.
Closing the Ticket with Annotations in Case of Future Issue
As a customer service associate, it's crucial to annotate your customer inquiry tickets with detailed notes to ensure if the ticket is ever reopened, you'll be able to identify the previous steps taken so as to accelerate the diagnosis of the problem at hand. This can save time on both sides of the equation and have both the customer and your team thanking you.
The best thing you can do is be yourself. Of course you should adhere to the above advice, but it's important to remember to stay true to your self, as people have a way of seeing right through insincere politeness and excessive friendliness. Be comfortable in your own skin, speak with confidence, and you'll do just fine; the anxiety will disappear and you'll be a top customer service pro! If you enjoyed this guide and are in customer service, feel free to share it with your friends and fellow co-workers. If you'd like to learn more about how mindStart can help your business grow via our excellent customer service solutions, feel free to contact us and we'll be happy to guide you through our processes and how we can best assist your growing startup or business.