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Charrah Hardamon — Customer Success Strategist, Reflektive
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There are several points one needs to work on
to enhance and improve the customer services in a way that your company stands
out in the market.
- Taking customer service as a task that can be carried out without any specific training is nothing other than a flaw. It can cause great losses to a business. So, all the employees should be aware of the importance of customer service instead of leaving it in the hands of luck and time.
- Try not to interfere while a customer is talking to you. Instead, listen carefully to each detail of his words. So that you can understand his need and solve it accordingly.
- A friendly approach acknowledging the customer’s individuality makes him feel more comfortable while talking to you. So, do not try adopting a robotic tone in an effort to act professionally.
- Whenever a customer comes to you with a complaint, do not consider as an insult and do not hesitate to apologize. No company can retain a customer by putting an argument with him when he is already dissatisfied with a certain thing.
- Communicate with the customer adopting his way of talking. Repeat a certain point multiple times until the customer has got it.
- A customer needs a solution not any technical information regarding a problem. So, try to help him find one instead of making excuses.
- Try to greet the customers with a smile to demonstrate a polite behavior. This optimistic approach gives a gesture of willingness that you will assist him with whatever requirement he has.
- Never directly answer any customer with a negation. If you are not able to find any possible solution or you are unable to deal with a certain customer, refer him to any other colleague of yours.
- Make sure you have all the required knowledge of every product of your company so that you don’t go blank while providing information to a customer. This puts a negative impact on the customer making him lose trust in the service.
- Not all customers are polite. It's not compulsory that a customer will always make sense. However, whatever may the case be, you need to keep your nerves strong and act calmly.
- Your body language should be strengthening your oral communication. Because it plays a key role in convincing a customer.
- Lastly, follow the golden rule of putting yourself in the customer’s shoes. And try to deal with them as you would like others to treat you.
