If you follow these Customer Service Skills, you will keep your customers happy.
Customer Service Skills
Be a Great Listener
Making habit of good listening can be difficult at times but it is essential. Listening creates the base of effective customer service dealings. Salespeople who is poor in listening, command over talking while successful one dominate the listening. Just talking and not try to listen what others point of view can only effect your relationship with your prospect. They’ll either lose interest or get burned out.
If you work in Customer Service environment, it is understood that no one always has the ability or resources to solve every customer problems he receives. The only thing in our control is that every time we speak with a customer, offer them our attention, by listening carefully to their needs in an engaged manner and responding appropriately, make them assure that someone is here to help them and someone is here who willing and trying to get them out of their problems.
It is very important to ask questions for clarification as needed. Customers are the one who let us know about details of our successes and failures. Even if you are hiring salesperson, make sure that they have the listening skills. It is an essential part of the tool box. When salespeople show excellent listening skills, prospects and customers feel comfortable and secure with them. They buy more often because many customers focus more on support rather than products. Listening also builds self-esteem for customers. It helps customer to know that a salesperson is listening intently to what’s being said. It’s also good for the growth of business.
The Customer is Always Right
Your business depends on the customer. Customer is most important in your business and without them, there would be no business. They have the rights to behave in whatever way they like because they pay for the products or services and, if they don’t like to continue service we provide, they can always choose to go somewhere else. Making the customer right always is a positive business ethic.
They are entitled. They come to us for a service with expectation, pay for it, so they have the right to expect that service to be delivered to the best. The customer is always right also sets a standard for the customer service department that make great efforts to achieve or obtain excellence.
So, the important thing is not to assume that customer is always right but to realize that they have the rights for it. The moment we make the distinction between the customer always being right, and the customer having rights, we can set about providing great service while protecting our own interests and theirs as best we can.
There are many strategies and techniques to help deliver excellent customer service, and one of the most powerful ones is quick response. If customer query, questions, concerns or comments are going unanswered, your business is falling short.
Many big companies realized how much customers hated being on hold while waiting for a service replies and to make them improve they invested in technology for instance there is a system that would automatically call a customer back when it is their turn.
Customer can go to a company’s website and “chat” in real time via typed questions and answers to the company’s customer service representatives for quick responses.
Appreciate your Customers and Show Respect
Having control on your patience is key to giving your customer the time to air out their issue. And it creates the opportunity for you to help resolve the issue and make them feel comfortable. The more comfortable the customer is the more likely they’ll publicize valuable feedback about your company that helps to maintain and boost your market reputation.
Just think the way you would like to be treated and treat or respect them in similar way. Identify what makes you feel good about doing business with those organizations and you will probably be well on your way to finding many ways to give your customers the respect they want and deserve. Not your single penny will be invested on appreciating customer’s, valuing the relationship, caring about their issues, making them feel special and remembering them. It will help you a lot in creating relationships which is a great advantage for your business.
Invite Feedback & Accept Criticism
No matter what we do or how well we do it, some criticism is going to come our way in the end. There is no need to take criticism personally. These are constructive criticism which is not an insult or a reflection on who you are as a person. It’s simply someone’s observations about his or her interactions with you in a business context.
We all often face these toughest moments in work and our life. Hearing potentially negative things about yourself is probably not the favorite activity.
One of the fundamental skills of life is being able to give and receive advice, feedback and even criticism.
If you respect the person who gave you the constructive criticism, you’ll take the advice seriously and actively work on improving your performance in that area. Share your progress with the individual who shared the feedback and show that you heard his or her concerns and are willing to actively take steps to improve your performance.
Keep Customers Informed
In many customer service departments, people are working hard trying to solve their customers’ problems. Since the customers is unaware of all the efforts and never see all the work their rep is putting in. The business doesn’t get any good will for the service they’re trying to provide. If you keep your customer well informed of all the trouble you’re going through to try and fix the problem, you build loyalty, and create customer relationships that stick.
If there is going to be a delay, the customer needs to be provided with a clear explanation of what is happening. You should explain why there is a delay or why you are unable to satisfy their needs. This is a very important aspect of keeping the customer informed always.
You should not use the word “NO” like – “it’s not possible”, “it can’t be done”, “we do not have” etc. The customer on of the line expects to hear what person on other side CAN DO to fix his problem.