- Practice clear communication with customers
It is very important that your customers should get clear and detailed information from you. While doing the same you should avoid confusing or contradicting statements.
- Smile while answering customers
Although your customers can’t see you over the phone you might feel that it doesn’t matter whether you smile or not. Whereas the fact is your smile can be felt via your tone by your customers over the phone. Therefore, it is imperative that you smile while talking to your customers. By doing so you have already gained about 70% trust and confidence of your customer in you.
- Always use positive and assertive language
There’s no substitute for a positive attitude. Positive and assertive language is a great way to avoid accidental conflicts and miscommunications. Always stay positive about resolving the issues of your customers.
- A great last impression
Always remember to leave the customer with a smile on their face. A simple ‘have a good day’ or “thanks for giving us the opportunity to serve you, you have a great day ahead.” may seem obvious, but it can leave a strong lasting impression on your customers.
- Correct customers the right way
The customer is not always right! They are humans. Maybe they got the wrong information. However, when it comes to correcting them, the right approach is very important. Do try to understand that after all they got the information from somewhere which led to the wrong assumption or information. Always say you are happy to help them. Remember you are educating them and not arguing with them. “Sir/Ma’am or First Name, I would be more than happy to help you in this regard; However, I am very sorry to inform you that you have the wrong information.” Then give them the correct information.
Hence, always remember success is in the way you communicate. Try are inculcate this in your life.
- Apologize for any inconvenience
You are never the reason behind the inconvenience caused to your customer. However, when you are answering the calls, don’t forget you are the acting ambassador of the company. Therefore, any inconvenience cased by anyone in your company is equal to the inconvenience caused by you. Because while answering the calls you are not representing yourself but the company.
Hence, always remember to apologize for any inconvenience caused to your customer. Thereafter offer them the resolution and assure them that you can help in resolving the inconvenience caused.
- Listen to your customers
Another very important aspect of customer service. Always be open to listening to your customers. Most of the customer love to speak and vent out their frustration. It may happen that as soon as you listen to your customer you might know the issue and may want to jump in to offer the solution. BUT DON’T DO THAT. Never interrupt your customer. Instead once they have finished speaking you should ask some probing questions which might help you give answers to get to the root cause of the issue. Only then you should apologize for the inconvenience and offer the solution.
- Show empathy
Empathy is what will make you stand out from others. In a real-time scenario, demonstrating empathy should be the default approach.
Some example phrases which can make a customer feel more at ease are:
“I know how important this service is to you.”
“I understand your position and know how confusing it can be.”
“I know how upsetting this must be.”
Building rapport with customers becomes much easier when showing empathy.
