When was the last time you had a customer service experience that left you feeling unheard and disrespected? Unfortunately, these types of encounters are more common than we’d like to admit. Did you shop from that brand after that? See, you didn’t, which implies that a bad customer service experience goes a long way and sometimes has a lifetime impact.
If you have a brand and are worried about keeping your customers happy and satisfied, which undoubtedly is a huge responsibility, we have some easy and effective tips for you. Don’t worry, these tips will neither require you to take expensive online courses nor blow out your budget by hiring a professional. These are just a few simple actions that could completely change the way customers perceive your business.
After all, customer service is more than just answering questions or resolving issues; it’s about creating a memorable connection that keeps customers coming back. So, join us in this beautiful journey and work towards leaving a lasting positive impression on your customers.
·Be Bilingual
Now, some of you might think this is a silly tip, but trust us, being a bilingual is a huge asset in customer service. Why? Well, firstly, it gives you the opportunity to connect with a wider range of customers, making them feel more comfortable and understood. Secondly, when you speak their language, you not only break down barriers but also build trust. And it is only trust that will help you achieve your monetary goal in the long run. Mark our words!
Thirdly, it shows that you’re willing to go the extra mile to meet their needs. This is why, in diverse communities and global markets, bilingualism isn’t just a nice-to-have skill, it is rather a necessity for building stronger customer relationships. Many companies have already started opting for this practice. Optimum servicio al cliente is one such example in this regard, a 24/7 support where Spanish-speaking customers can reach out regarding its internet or TV service. We have so many other ones to take inspiration from, so make sure to consider hiring bilingual people in your customer service team.
·Communicate in a Crystal Clear Way
In order to provide excellent customer service, it is imperative to be able to clearly communicate verbally and in writing, especially if you are communicating with someone who has a different native language. Clarity, conciseness, and a natural tone of voice should be used when answering your questions.
There is no need for customers to know all the details, but they want an explanation. Most people want their issues resolved quickly, so if they ask for more details, you should share them. Whenever possible, end each conversation with the question, “Can I do anything else for you today?” thus allowing them to ask another question and knowing you’ve resolved the problem.
When you put a customer on hold, be sure to communicate the hold time so they know how long it will take you to get their account or talk with your manager. On live chat, you should not sit idle for too long for too long.
·Be As Patient As You Can
Do you get angry quickly? Well, you need to practice patience then. Know that the customer is always right, even when you know they are not. Dealing with angry customers requires the ability to remain calm and not take things personally. Customer service reps often find themselves on the front line against angry customers.
Customers may find it difficult to describe their problems or answer questions accurately when dealing with a customer service representative. Keeping patience when dealing with a frustrated customer will prevent service representatives from getting irked (worrying the situation further).
The reality is that nobody is perfect, but sometimes the most frustrating people are the ones who call about it.
· Be Careful About Your Language
You can create trust with your customers by using positive language when attending to their problems.
When using verbs, use positive language. For example, instead of saying, “Do not go for the red button”, maybe say, “press the green button.” Make sure to use future tense as it sounds like not going after customers’ problems.
In order to keep the customer in the present moment, phrases such as “Great question, I’ll get that answered for you!” and “I’d love to know more about …” can be helpful. If you’re speaking to an angry customer, always stay calm, positive, and authentic.
· Always Act Professionally
Customer service agents do not care whether they broke up with their boyfriend, did not sleep well last night, or fought with their mother when they are experiencing a problem.
Putting on a smile over the phone (even when you are on the phone!) and focusing on the customer are the first things you should do.
This does not just apply to customer relationship teams. We can all have a bad day from time to time, but your co-workers might get tired if every day is filled with complaints. Clients and co-workers alike appreciate your ability to set aside complaints to get the job done.
Great Customer Service Goes A Long Way
In a world where customers have countless options at their fingertips, making them feel valued and respected isn’t just nice, rather it’s necessary. So, how can you stand out in a crowded marketplace? The answer lies in consistently providing excellent service, no matter the situation.
We hope you find this post helpful in that regard. You can also add your tips and suggestions by commenting in the comments section below. Drop down your questions and queries, too. We will get back to you shortly.