Hi Everyone, I hope you all had a fantastic weekend? This week i was really torn between a number of things because of some experiences i faced in the last few days. I really lose patience when i am treated badly for a service and i am sure a lot of you can relate to this. For instance you pay for a service and you are being delayed for no reason. Nobody comes to say anything to you and there you are...you have to go and approach somebody you feel you can talk to.
I came up with some points points on how to deal with a Customer.
This point is very important to me. Tell you what, anytime i have to deal with a customer be in on phone or in person i always do what i call mental-switch. This helps me try to understand what the customer is going through and how he/she will appreciate my assistance by treating his complaint with a sense of urgency and not forgetting to empathize with him just for him to know i understand what he is going through and that is why i am here to assist.
2. Apologize without blaming
I know a number of customer service personnel's apologise to you and you can tell in their voices that this apology is fake. lol You can refer to 5(C's) Know how to apologize to learn how to apologize to your customers without being fake or trying to push the blame for the issue.
When really examining what customer service is, there is no avoiding communicating. Knowing how to phrase and pace what you are saying with both customers and other employees is crucial. Through the use of positive language, it is possible to persuade customers and create a perspective through which they view your company and it’s culture. Additionally, it is useful to be able to ‘read’ your customer, and appropriately communicate information to them. Everyone responds to situations differently, and if you can account for how someone may react, you can properly assist them.
Every customer loves a 'VIP' treatment. Isn't is true? of course we all do. some customer service reps must also try to respect the boundaries of customers. If the customer doesn't want to give you enough info about some personal or sensitive details please don't push it. It will get him angry the more. Like i mentioned in Equal treatment/Not 1 all customer react differently to issues. You will need to use your capacity as a customer service person to know what to say and what you shouldn't. Customers want to be treated with respect and with importance.
Finally, an essential customer service skill involves an open mind and will to learn. No matter the industry you are in, or the profession you occupy, you should never lose your willingness to learn. By remaining open to concepts and changes to process, you will become much better at what you do. If you have no interest in getting better, which i doubt there is someone else who does, and they will come along and take your customer. Believe it or not there is a lot to learn from the other side as well and I don't hesitate to learn more from customers in my daily interactions with them.
I want to urge you to read more and learn how to adjust with customers if you find yourself in this field. I bet they have mood swings too lol. They are happy today, tomorrow they aren't but always keep in mind that the ultimate is the customer's satisfactions and awesome customer experience. There are a lot more ways in dealing with customers but i decided to touch on just 5 this week. I will be looking forward to reading from you about some ways you feel we can deal with customers to make them happy in order to keep using your product or service.
Keep being awesome!
Yours Truly,
Ese
Customer Support Associate
DreamOval Limited
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