Customer service at the highest level, or how to talk to a customer professionally?
Posted: Sun Dec 22, 2024 8:11 am
Customer service is one of the biggest challenges a company faces. And it is worth trying, because as global reports show – acquiring a new customer is several times more expensive than retaining an existing one. Meanwhile, American companies can lose up to $136.8 billion a year due to poor “customer service”. American Express believes that 33% of customers will consider changing the company after just one case of poor customer service. What should the service and consulting process look like to be successful? Here are a few important principles.
The article answers the questions:
What is professional customer service?
How to behave during a conversation with a client?
What tools to use for professional customer service?
Contents:
Customer Service – Basic Principles to Start With
Customer Service - Advanced Techniques
Customer Service – Basic Principles to Start With
Listening to the customer matters
Why? Because attentive listening is the foundation of building communication. During a conversation, when you show maximum concentration, you have a chance to learn many things that will allow you to improve the functioning of your business and solve the problem. The customer indicates areas that they do not like, and also expresses the need for new products or services. That is why so many companies decide to conduct customer satisfaction surveys and express opinions on quality and service .
An active conversation with a customer means asking questions
As they say, asking questions is never wrong, and inquiry is an important part of the conversation. Especially when we want to know someone's opinion. A customer in whom you show sincere uk email lists will feel taken care of, and so their loyalty to the brand will increase. It is also worth asking, in addition to open-ended and closed-ended questions, specifying questions that clarify any doubts. For example, "fast shipping" for one customer will mean three business days, and for another - the next business day. That makes a difference, doesn't it? Also use paraphrasing, i.e. repeating what the customer said, so that they can convince themselves that you understand them well.
Empathy is always appreciated
The ability to empathize and show emotion is an important element of customer service . If a package doesn't arrive and a customer calls with a complaint, it's worth showing them that the situation makes an impression on you, that you want to repair the damage and resolve the matter. This will soothe dissatisfaction and give the customer a chance to come back.
Understandable language and simple “please” and “thank you”
Don't be superior, don't show the customer that they don't know about your business and what the product and service should look like - the customer doesn't have to know everything. Speak simply and clearly, because this is what constitutes the success of successful communication, not only in business. In turn, such simple expressions as "please" and "thank you" allow you to show respect and express that you care about the customer. Don't be afraid to say sorry - if you need to apologize, then apologize.
The customer is your partner, not your enemy
Therefore, do not negate or ignore their opinion and needs. Even if you come across a very demanding person, do not bounce the ball, but approach the matter individually - in the end, you should care about resolving the matter.
Customer Service - Advanced Techniques
A quick response is essential
Do you think that companies respond to customer inquiries immediately? Unfortunately, this is not a common practice. And it is so necessary! Try to respond to orders, messages, opinions as quickly as possible - the same day at the latest. If this is a challenge, opt for automation. Of course, there are exceptions to the rule. If your response will take longer, because, for example, you need to consult the technical department, then indicate to the customer that they must wait, for example, one day for the response - do not leave the customer in suspense.
The article answers the questions:
What is professional customer service?
How to behave during a conversation with a client?
What tools to use for professional customer service?
Contents:
Customer Service – Basic Principles to Start With
Customer Service - Advanced Techniques
Customer Service – Basic Principles to Start With
Listening to the customer matters
Why? Because attentive listening is the foundation of building communication. During a conversation, when you show maximum concentration, you have a chance to learn many things that will allow you to improve the functioning of your business and solve the problem. The customer indicates areas that they do not like, and also expresses the need for new products or services. That is why so many companies decide to conduct customer satisfaction surveys and express opinions on quality and service .
An active conversation with a customer means asking questions
As they say, asking questions is never wrong, and inquiry is an important part of the conversation. Especially when we want to know someone's opinion. A customer in whom you show sincere uk email lists will feel taken care of, and so their loyalty to the brand will increase. It is also worth asking, in addition to open-ended and closed-ended questions, specifying questions that clarify any doubts. For example, "fast shipping" for one customer will mean three business days, and for another - the next business day. That makes a difference, doesn't it? Also use paraphrasing, i.e. repeating what the customer said, so that they can convince themselves that you understand them well.
Empathy is always appreciated
The ability to empathize and show emotion is an important element of customer service . If a package doesn't arrive and a customer calls with a complaint, it's worth showing them that the situation makes an impression on you, that you want to repair the damage and resolve the matter. This will soothe dissatisfaction and give the customer a chance to come back.
Understandable language and simple “please” and “thank you”
Don't be superior, don't show the customer that they don't know about your business and what the product and service should look like - the customer doesn't have to know everything. Speak simply and clearly, because this is what constitutes the success of successful communication, not only in business. In turn, such simple expressions as "please" and "thank you" allow you to show respect and express that you care about the customer. Don't be afraid to say sorry - if you need to apologize, then apologize.
The customer is your partner, not your enemy
Therefore, do not negate or ignore their opinion and needs. Even if you come across a very demanding person, do not bounce the ball, but approach the matter individually - in the end, you should care about resolving the matter.
Customer Service - Advanced Techniques
A quick response is essential
Do you think that companies respond to customer inquiries immediately? Unfortunately, this is not a common practice. And it is so necessary! Try to respond to orders, messages, opinions as quickly as possible - the same day at the latest. If this is a challenge, opt for automation. Of course, there are exceptions to the rule. If your response will take longer, because, for example, you need to consult the technical department, then indicate to the customer that they must wait, for example, one day for the response - do not leave the customer in suspense.