In the mobile industry, communication is the means to everything. Unfortunately, in this market of rapid expansion and quick results, customer service agents are turning out to be brusque to the point of bullying the customer. Many complaints are received stating ill treatment from the customer service- forcibly pursuing customers to avail “this/that pack.”
Customers are all looking for essential elements that make their experience pleasant and retain their loyalties. Agents need to use the proper skills to connect with customers in a way that leaves a calmer, satisfied, and confident outlook in their minds.
There are many classic customer service rules and tips that need a makeover because they just don’t make sense in today’s digital environment and global markets. The most important trick being lessons learned from the big players. These tips can easily be adapted and implemented any time for better results.
Patience is a key virtue. Customers come to you feeling harangued and consider you as a path to solutions and to provide that in a friendly manner is the best way to ensure that their loyalty remains. Patience important to the business at large: Studies note that great service trumps fast service in every sphere. Patience shouldn’t be an excuse for sluggish service. Make it a point truly figure out what consumers want — they’d rather get competent service than be misguided through rash assistance.
Pay attention to what the customer is trying to convey. The little details reveal what the customer want giving way for providing great service in a comprehensive manner. Not only is it significant to pay attention to individual customer interactions such as watching the language/terms that they use to describe their problems, but it’s also important to store and study the feedback you receive. This helps in providing superior assistance with an outstanding experience.
Customer may provide infrequent details, but it is up to the agent to decipher and provide the necessary solution.
Clear Communication Skills
Always come to the crux of the problem. A clear, crisp conversation goes a long way in optimized customer assistance. Ensure getting to the problem at hand quickly; customers don’t need personal conversations about your daily life. Being friendly is important, but one must know where to draw the line. Unnecessary conversations kill the customer experience-it shows an effort to mask inability through pointless discussions. More importantly, you need to be alert about how some of your communication habits are interpreted by the customer.
Convey important points in a simple tone and leave nothing to doubt.
Knowledge of the Product
Knowledge is power, and this knowledge will assist you in providing enhanced solutions.
It’s not imperative for every single team member to know your product from scratch, but rather they should be aware of the ins and outs of how your product works, just like a customer who uses it every day. Service would be handicapped without knowledge of product from front-to-back, you won’t be able to help customers when they run into problems causing a negative experience for them.
Knowledge gives an impression that the company cares about the services they provide to the consumer, instilling a favourable impression in their minds.
Use of “Positive Language.”
Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use. This era of augmented virtual conversations has inculcated a tendency to misinterpret information provided.
Positive language is a crucial point here as it set’s the flow of the conversation in the intended direction and evoke a proactive response from the customer. During times of hassle, the customer wants some reassurance and through the language, a favourable experience can be created.
Agents frequently using positive language are more likely to appease and satisfy customers. The use of positive phrases such as “I can,” “I will,” and “I understand” is reassuring, proactive, and empathetic and restores customer confidence.
The main aim of the customer service is to provide a pleasant experience, and personal acknowledgement is a good way to go about it.
Customers voluntarily provide you with information about themselves and ask questions often more. Cloud computing has made access and storage of such information much easier. Whenever a customer contacts your company in the future, you should have general knowledge of the relationship they have had with you so far. Knowing their history helps you to provide excellent service and makes them feel cared for and satisfied throughout their experience. It is a part of human nature to appreciate the personalized experience and the fact that you remember previous information adds for them.
It natural to come across people that are difficult to please. It is instrumental for every great customer service rep to have basic acting skills to maintain their usual cheery persona. Difficult customers can be pleased with such personal attention, softening their demeanour to understand the root of his/her irate behaviour.
Time Management Skills
Time management is the core to efficient customer service. Often, customer service agents lose track of time while providing assistance. Yet it is a common fact that customers are busy and can’t afford to have time wasted. Also, agents have a set time frame to dedicate, exceeding which can cost the company losses. Hence, time should be kept in mind while addressing a problem.
The trick here is to realize when you simply cannot help a customer. If you don’t know the solution to a problem, immediately switch the customer to someone who does. Don’t go above and beyond for a customer in an area where you will just end up wasting either’s time.
Customer service is the backbone of your operation, which, you’ll miss out on a large chunk of retention. Besides, satisfied customers provide referrals, generating fresh revenue for the company. A good customer not only helps in customer retention but also brings new customers to the platform. The growth of the organization can be solely measured through the assistance they provide, setting the foundation for brand loyalty.
By Arjun Gupta, COO & Co-Managing Director of Okwu India Private Limited