Tips for World-Class Customer Service

“The customer is always right.”

Anyone who has worked at any level of customer service just read that and groaned because customer service is not for the faint of heart. 

Sometimes, customers have frustrations and complaints that have nothing (literally) to do with you, your service, or your product. Other times, customers have validated well-founded frustrations. Sometimes, the solutions are complex. Sometimes, they are straightforward. Sometimes, good customer service wins you loyalty that lasts a lifetime. Sometimes, nothing you do makes a difference. Sometimes, customers are polite and reasonable. Sometimes, they aren’t! Regardless of who you are or where you work, you most likely have interacted (or will interact) with customers at some point. A reputation for good customer service sets you apart as a company and individual. But, like most other distinguishable skills, it takes practice. Here are some core markers of superior customer service: 

Empathy 

The single most important thing to remember concerning customer service is this –

“The golden rule for every business — put yourself in the customer’s place.”                 — Orison Swett Marden 

Being respectful, empathetic, and taking the time to listen to your customers goes a long way. Most of the time, people simply want to be heard. Provide the space for customers to share all they need to share. Sometimes, the issue is tied to their emotions — which requires patience. Do your best to see things from their perspective and acknowledge how the issue has affected them. 

Positive Language

Maintain positivity and use positive language –which does not mean you must be happy-go-lucky! On the contrary, it’s important to remain level-headed and take their complaint seriously. However, consider your tone and phraseology. Remain confident and constructive. Always position your responses in a way that makes the customer feel you are competent to handle their complaint and that they are getting your best effort. 

Clear Communication 

Clear communication from the start builds trust and sets expectations. It includes active listening and asking intentional, clarifying questions. Using overly technical language usually “muddies the waters.” Instead, speak conversationally, providing solutions in a way that empowers the customer with understanding and confidence. 

Product Knowledge 

Possessing a command of your services, products, and pricing tiers is crucial. It empowers you with confidence to be an effective problem solver. Customers can spot a lack of knowledge from a mile away, causing them to become more frustrated in fear of not being given an acceptable solution. If a question arises and you get stumped, confidently and politely point them in the right direction or ask to call back with an answer. 

Quick Solutions 

It’s essential to be quick to respond and quick to solve. Part of the reason so many consumers become even more disgruntled is the lack of promptitude. Take ownership of the complaints you receive, ensuring they are processed and fulfilled as they move along whatever funnel exists in your workplace. 

Personal Professionalism 

Be personable. You don’t have to spend buckets of time making small talk, but always be genuine and polite. Remain professional! If a customer becomes heated, don’t allow yourself to take it personally. Instead, stay calm and courteous. Remember that you must also maintain control of the conversation —sometimes firmness is required. 

Additional tips that make a difference in world-class customer service: 

• Consistency. 
• Honesty and transparency. 
• User-friendly technology. 
• Thorough training. 
• Receiving customer feedback. 
• Smooth and well-written scripting. 

At Career Concepts, we believe in strong teams! That’s why we’ve spent the last 50 years matching the best talent to the optimal opportunities for career growth. If you’re looking for the next step in your career, contact us today, and let’s get started.