Customer service is considered to be vital for the proper functioning of any organization. The client must be always at the center of our commitment and action, as he should feel assisted in a resourceful, friendly and correct manner and, above all, that his expectations are exceeded. In today’s post we will see 10 keys to improve our customer service.
Customer service includes all those processes and departments that interact with the customer or the consumer. However, this service is almost always indicated by the department that communicates directly with customers, where the customer can require detailed information, request a technical service, file complaints, suggestions, etc. So, let’s have a closer look at key features that make a good customer service. By getting to know these features more, we can provide our customers with a better approach an assistance in a way where they remain really satisfied and that way, we can expand our clientele and create a relationship of trust and loyalty with the customer.
It might sound obvious, but this sentence should be at the center of a good customer service and be learned and repeated as it was a mantra from the entire organization, especially by the employees of any company that are in contact with the customer.
Active listening means that the listener not only hears, but understands and focuses on what is being said and that the listener is capable to provide answers and solutions. Active listening is considered to be perhaps one of the most significant factors on a successful and helpful customer service. Some of the best recommendations in order to improve our ability when it comes to active listening might be:
- Be able to concentrate at work and avoid distractions.
- Listen carefully till the end.
- Whenever we might want to have more information from the customer, we should ask him in such a way that our interest is transmitted to the client.
- It is important that when the customer is explaining the problem, their claim or request to us, we should not interrupt them until they finish their saying.
- Think first about how you will help the customer in order to avoid giving premature and unsubstantiated answers.
- Be empathetic. Try to understand the speaker’s emotions, their problems, their needs and their expectations without giving the impression that their problem is being undermined.
It is important to always transmit an image that upholds values like the following:
- Diligence and professionalism
- Kindness and sympathy
In a good communication, not only what is said is important, but also how it is said, as well as a non-verbal communication. How we communicate, what steps we follow to provide the customers with an answer, how much time it takes and the result that is given to the problem are fundamental to transmit the values that were described.
It doesn’t consist only on being able to listen actively to the customer and in a polite way, but also on being able to follow procedures that will solve the problem. Therefore, take note of the needs, incidences or requests and resolve them. Furthermore, this action must be:
- Simple. This does not complicate the customer’s life
- Efficient. Resolve the problem with the minimum volume of resources.
This includes both the accessibility of place or space and time. Accessing the service must be a simple and easy process for the customer, much better if it is multichannel (if the customer can request assistance by telephone, e-mail, face to face, etc.), and with an extensive assistance program.