Posted by Meredith Estep on Wed, Jul 14, 2010 @ 09:21 AM
Customer service reps spend most of their day communicating with customers. However, an employee who is never trained in proper communication techniques may make the same mistakes over and over again.
Customers want their concerns to be heard, questions answered and products and services explained thoroughly. There are a few easy tricks to improve communication with your customer so they will continue to bring their business to you.
Maintaining Eye Contact
No one likes to talk to another person who does not look directly at the speaker. This is particularly true of customers. When you maintain eye contact with the customer, it shows that you are listening intently at what they are saying. It also helps you to focus on their words and process the information so you can assist more efficiently. The only time you should not be worried about eye contact is when you are taking notes about the customer’s concern.
Active Listening
Listening goes well beyond simply nodding your head and saying, "uh huh," periodically. Active listening requires getting involved in what the customer is saying to you, taking notes and asking clarifying questions when necessary. It also includes paraphrasing a customer's concern back to them to ensure you understand the situation accurately. The only way you can truly meet a customer's needs is by identifying precisely what those needs are. Active listening will help you along the way.
Remain Positive
No one likes to be told "no" to anything, especially your customer. While there may be requests you cannot answer the way your customer wants, there is probably something you can do. Tell them what you can or will do, rather than what you are unable to do. Even if they are not completely satisfied with your response, they will be less likely to get frustrated with the process.
Avoid Accusing
When your sentences begin with "you," your customer may feel as though they are being accused of something. They might become defensive, which will make it that much harder to meet expectations. Instead of saying, "You did not install the software," or "You are speaking too softly," try using, "I need to install this software," or "I am having trouble hearing you." It will sound much more positive to the customer.
Avoid Technical Jargon
It is easy to fall into technical jargon when communicating with customers because those are the words or phrases you use every day. However, your customer may not be familiar with those terms, and may get frustrated when they are unable to understand what you are communicating. Use everyday language when explaining something technical to your customer, without talking down.
Effective communication with customers is the first step in high quality customer service. By using these simple techniques, your exchanges with your customers are much more likely to be professional, pleasant and conflict-free.
- Meredith Estep
Posted by Meredith Estep on Fri, Feb 19, 2010 @ 11:13 AM
Being reliable is an extremely important quality to have, especially in the customer service realm. Proving to your clients that you are reliable by doing what you say 100% of the time is one of the most fundamental aspects of customer retention. Try comparing the way you treat your customers to the way you would expect from others in your personal life. It is very important that those that are close to you are honest and do what they say - as it is the same in customer service. The more you prove yourself as unreliable, the more customers will be easily persuaded to try one of your competitors. As we have said before, the level of your customer service will make or break your business.
In today's economy, almost everyone has to fight tooth and nail to retain current accounts, and certainly to sign on new ones. We no longer have an industry in which giving a good presentation and having a nice smile will earn you customers; you have to prove to them why you are the best, through any means possible. Potential customers have more options than ever before, and most companies are going to fight for their business. It is vital that you find a way to prove why they should choose you, or remain your customer when tempted with other offers.
You may be wondering the best way to prove that you are the best possible choice for current and potential clients. First and foremost, you have to strive to always do what you have promised. Make every effort to mold your relationship with the customer into an open, continuous, and cordial one. Be sure to prove to the client why you deserve their business by taking advantage of every opportunity to provide knock-their-socks-off service. Keep in mind that exhibiting great customer service in any arena may just put your foot through the door of a new opportunity. Commitment, communication and delivering results will keep you in for life.
- Angelica Riera