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Think about the last time you had an awful buying experience from a brand. They didn’t respond to your email and when you tried calling them, the agent didn’t know the information you called for. Or perhaps, you were left on hold for an inordinate amount of time.
Incidences like these are always linked to shoddy customer service. Believe it or not, good customer service is the core and lifeblood of any business. You can try new promotions and discounts to lure in new customers but that won’t be profitable for long if you don’t offer good customer service to existing ones.
What is a good customer service about? Well, it is all about bringing customers back for a specific product or service. It is about sending them happy so that they can give you a positive feedback and business on top of that. Mammoth companies like Samsung, Apple, and Amazon have successfully made their customer services an indispensable pillar of their profits and business strategy. Therefore, it is established that the quality of customer service matters in any business. To be frank, yours is no exception. Click here to know more about great customer service.
Here are the 5 golden rules for good customer service:
Actively listen to all problems of the customer
It is imperative for excellent customer service to have the ability to calmly listen to the concerns and queries of the customers. If you are a good listener, you’ll do great in the customer service department. Your company will develop a great reputation and growth which in turn would benefit you in your career.
However, there is more to this. In addition to paying attention to their concerns, you should always be mindful of the feedback you receive from the customer at large. In the majority of the cases, the customer won’t be that open about the things you should change but you’ll get a clear hint of the problems he had using your product or service.
Show some empathy
Empathy is essential when it comes to giving excellent customer service. We have to put ourselves in the position of a customer and understand their emotional state. This is true when you have one-to-one interaction with the client as on social media support, phone, and live chat. They must have that feeling of talking to a human not a machine. After all, customers are not mere stats to be added on your spreadsheets or avenues for revenue-generation, they should be given all attention and care.
Be Apologetic, when you are on the wrong end
We all make mistakes. However, the good thing is that you acknowledge those mistakes you made. The problem lies when companies tend to shy away from their burden and don’t apologize for their mistakes. This could frustrate any human let alone your client. In case there is a mistake at your end, accept it and apologize. After you are done apologizing, provide a feasible solution to the customer.
Know your product
Know what you are selling to the client. The top customer service professionals in all the top organizations have a deep understanding of their products and services. You surely can’t help the customers if you don’t know your product.
Product-knowledge isn’t just a piece of information. With product knowledge, you understand all the useful tips and tricks that can benefit the customer in any manner. It gives you the power to navigate complex situations conveniently.
We simply cannot neglect the fact that Customer Service is a difficult job. It is not for the fainthearted. You may lose cool at any moment, as it requires an immeasurable amount of patience. You spend most of your time putting out fires. You deal with multiple irate customers throughout the day. They come up with unrealistic expectations. Therefore, it requires you to practice patience. Otherwise, if you somehow lose your cool, so will the customer and that will be of no good.
Following these five golden rules will not only improve your company’s customer service but these simple tricks will foster your growth in terms of revenue and customer satisfaction. There are ways to win customers over and if you don’t even try, you’ll lose business. This is important for the customer service representatives too as this will help them excel in their careers.