9 answers
gary
Student
Greenbelt, Maryland
2
Questions
Asked
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customer service ?
How can i get better at customer service ?
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9 answers
Jacqueline Wang (袁瑩穎)
Professional Life Coach | Career Coach | Artist
20
Answers
Singapore
Updated
Jacqueline’s Answer
hi Gary, my background is in customer operations so i can suggest the following :)
1) serve from your heart, practice empathy : most customers do not like to contact for support. They usually needed help. By empathizing with them and understanding their difficulty, you can assure them that you are here to support them and will do what you can to do so
2) seek to understand your customer, knowing why they needed something or how they landed at an issue. This allows you to understand the customer perspective better and also bring valuable insights back to your company to improve products or services. Customer service is not just about helping one customer, but also making it easier for future customers. This is also how you build your personal brand and value at work
3) always do a +1. after you have helped the customer, ask them if there is something else you can do for them. This conveys a great support attitude and may help you ensure that you have completely resolved their issue
4) follow up personally, and be clear abt expectations. Let the customer know when you will follow up with them if you need to, so that they can be assured it's not a black hole.
5) believe in yourself and your value in helping customers. sometimes customers are angry when they first contact you, but these customers can turn into loyal customers because of you
good luck and thanks for making this world a better place!
1) serve from your heart, practice empathy : most customers do not like to contact for support. They usually needed help. By empathizing with them and understanding their difficulty, you can assure them that you are here to support them and will do what you can to do so
2) seek to understand your customer, knowing why they needed something or how they landed at an issue. This allows you to understand the customer perspective better and also bring valuable insights back to your company to improve products or services. Customer service is not just about helping one customer, but also making it easier for future customers. This is also how you build your personal brand and value at work
3) always do a +1. after you have helped the customer, ask them if there is something else you can do for them. This conveys a great support attitude and may help you ensure that you have completely resolved their issue
4) follow up personally, and be clear abt expectations. Let the customer know when you will follow up with them if you need to, so that they can be assured it's not a black hole.
5) believe in yourself and your value in helping customers. sometimes customers are angry when they first contact you, but these customers can turn into loyal customers because of you
good luck and thanks for making this world a better place!
Jacqueline Dotson
4
Answers
Clarksville, Tennessee
Updated
Jacqueline’s Answer
I think the best way to get better at customer service is to always put yourself in the customers shoes and remember that you are a customer as well. that way you are always giving the same kind of service that you want. So be a very active listener and try to build a rapport with the customer by being relatable.
Polly Nelson
Customer Service Representative
2
Answers
Las Vegas, Nevada
Updated
Polly’s Answer
Have empathy. Put yourself in the guests/customers shoes. Always treat them with kindness and how you would want to be treated at the end of the day. Knowledge is one thing but being a good kind person who has the customers best interest is another. You will get people who are short or irritated with you, don't take it personally and do your best to help them without violating any policies or rules. If you can understand where a customer is coming from you will be able to empathize with them more and be able to deliver great service. Don't rush either. Take your time with each customer to ensure they are taken care of properly. They aren't just numbers, they are people. Make them feel welcomed and like they belong wherever it is they are. You want them to feel like they made the right decision by coming to your business over someone else. Like others have said here, speak from the heart and with the heart. Kindness is one of the easiest things to do, so show the world how kind you can be with your customers.
Molly Payton
Employee Engagement
2
Answers
Chicago, Illinois
Updated
Molly’s Answer
Hey Gary!
I agree with everything Jacqueline shared -- great advice! I would add a few other points:
1) Whenever you're not sure what to say or do, you can ask yourself "What would I want to hear in this situation?" -- Just remember that customers are human just like you and me!
2) Try to use and have a "we" mentality as much as possible. Especially when having a tough conversation, you want to help the customer feel that you're on the same team and will solve their issue together.
3) Remember that you don't know what a customer has gone through in their day or week prior to contacting you, so think about what's in your control which is just your interaction / conversation with them in the moment. Try and be as understanding, personable, and helpful as possible because that's what you can control.
4) Don't take it personally! Customer service can be really hard and you will always have someone who isn't happy or you'll have a tough conversation. Remember that they aren't angry or upset with you personally, it's just a tough situation.
Best of luck!
I agree with everything Jacqueline shared -- great advice! I would add a few other points:
1) Whenever you're not sure what to say or do, you can ask yourself "What would I want to hear in this situation?" -- Just remember that customers are human just like you and me!
2) Try to use and have a "we" mentality as much as possible. Especially when having a tough conversation, you want to help the customer feel that you're on the same team and will solve their issue together.
3) Remember that you don't know what a customer has gone through in their day or week prior to contacting you, so think about what's in your control which is just your interaction / conversation with them in the moment. Try and be as understanding, personable, and helpful as possible because that's what you can control.
4) Don't take it personally! Customer service can be really hard and you will always have someone who isn't happy or you'll have a tough conversation. Remember that they aren't angry or upset with you personally, it's just a tough situation.
Best of luck!
Nikolaos Zormpas
Global Manager – Digital Services Offerings / Technology, Software & Services Offerings Marketing
88
Answers
Athens, Greece
Updated
Nikolaos’s Answer
Hi Gary,
Great to see lots of amazing advices so far, and I am pretty sure that you already have an amazing set of tools to move forward. I completely agree with the importance of emotional intelligence when you're interacting with customers. Keep in mind that at least for now this is a key differentiator in comparison with the first level support provided through automated services and an area that can also make the difference in terms of creating long term relationships with the clients. There are many resources online talking about emotional intelligence and I would definitely recommend you research more on the topic. If I could add something to this extent, it would be that it's always valuable to take into consideration tone and intonation, adjust your communication style to your audience by leveraging words of calm and credibility and always try to find ways to avoid dead ends. This of course requires knowledge and creativity, however a viable alternative or work around until then, is usually highly appreciated.
Best regards,
Nikolas
Great to see lots of amazing advices so far, and I am pretty sure that you already have an amazing set of tools to move forward. I completely agree with the importance of emotional intelligence when you're interacting with customers. Keep in mind that at least for now this is a key differentiator in comparison with the first level support provided through automated services and an area that can also make the difference in terms of creating long term relationships with the clients. There are many resources online talking about emotional intelligence and I would definitely recommend you research more on the topic. If I could add something to this extent, it would be that it's always valuable to take into consideration tone and intonation, adjust your communication style to your audience by leveraging words of calm and credibility and always try to find ways to avoid dead ends. This of course requires knowledge and creativity, however a viable alternative or work around until then, is usually highly appreciated.
Best regards,
Nikolas
Barry Finder
I lead a team that does operations
4
Answers
Austin, Texas
Updated
Barry’s Answer
Through my experience, I've discovered that the most effective customer service representatives are those who are amiable, well-informed, and focused on problem-solving. It's quite common to be inclined to answer a customer's query with the company's policy or position, but this can instantly escalate the situation if the customer is unhappy with the response. Instead, it's crucial to concentrate on what is within your power to do. Rather than informing a customer that they can't return a certain product, engage them in a conversation to understand their needs better and then offer a solution. For instance, if a customer is dissatisfied with a grey sweater, you could suggest a fantastic purple sweater that just went on sale. Encourage them to consider it, as it's a great bargain.
Amanda Graham (Taylor)
Principal Engineer- Network Technology
8
Answers
Arlington, Texas
Updated
Amanda’s Answer
Hello! I am so glad you asked this question since customer service is so important for all of us. The golden rule is always a great place to start in customer service , think about how you want to be serviced and treated. Problem solving skills is also a great skill that can improve your customer service, being able to ask questions and listen actively to the customer makes them feel like you care and want to help.
Michael Torio
Consultant - Data Reporting & Analysis (HQ Finance)
362
Answers
Alpharetta, Georgia
Updated
Michael’s Answer
Hi Gary,
Jacqueline and Molly gave great advice and speaking from their experiences.
Here are additional helpful tips:
1) Customers are contacting you for your help and support. You are the Subject Matter Expert (SME) and are depended upon for your expertise.
2) First Call Resolution (FCR) is taking ownership of the call and resolving the customer's issue/concern before the call ends. By doing so, you are preventing the customer from calling back and repeat calls. Also, you own the call and are not passing the buck by transferring the customer to another department for a resolution.
3) Take a Communications/Public Speaking course at a local community college - This will help in developing those communication skills whether dealing with customers over the phone or in person.
4) Pair up and shadow with other customer service agents to learn from them and their best practices and techniques in dealing with customers
5) Win-Win-Win - You are the champion for yourself, the customer and the company.
6) Being the expert, you control the call. Repeat the customer's request at the beginning of the call, this will show to the customer that you understand the customer's concern. Utilize your tools will help you in the final resolution - Knowledgebase, company's resources, tone of voice, speed of speaking, etc.
7) Have fun in what you are doing and realize that you made a better day for you, your customers and your company.
Thanks for helping others!
Subject Matter Expert (SME)
First Call Resolution (FCR)
Shadowing with other Customer Agents for best techniques and practices
Win-Win-Win: You-The Customer-The Company
Jacqueline and Molly gave great advice and speaking from their experiences.
Here are additional helpful tips:
1) Customers are contacting you for your help and support. You are the Subject Matter Expert (SME) and are depended upon for your expertise.
2) First Call Resolution (FCR) is taking ownership of the call and resolving the customer's issue/concern before the call ends. By doing so, you are preventing the customer from calling back and repeat calls. Also, you own the call and are not passing the buck by transferring the customer to another department for a resolution.
3) Take a Communications/Public Speaking course at a local community college - This will help in developing those communication skills whether dealing with customers over the phone or in person.
4) Pair up and shadow with other customer service agents to learn from them and their best practices and techniques in dealing with customers
5) Win-Win-Win - You are the champion for yourself, the customer and the company.
6) Being the expert, you control the call. Repeat the customer's request at the beginning of the call, this will show to the customer that you understand the customer's concern. Utilize your tools will help you in the final resolution - Knowledgebase, company's resources, tone of voice, speed of speaking, etc.
7) Have fun in what you are doing and realize that you made a better day for you, your customers and your company.
Thanks for helping others!
Michael recommends the following next steps:
Alexander Gedrys
Technical Support
1
Answer
Alpharetta, Georgia
Updated
Alexander’s Answer
Soft skills are very important when it comes to customer service. Being able to build rapport and empathize are key to providing a great experience. You want to sound confident in your resolution by providing clear communication to the customer. Be sure to ask open ended questions as opposed to simple yes/no as this will help you get to the main issue/reason for the call quicker and you will have a better understanding of the situation.