customer service job tips.

28/01/2019

  • make sure the customer service team have the right training and development skills.
  • see problems through to the end.
  • be knowledgeable about the product or service.
  • pay attention to every touch point.
  • seek out a common ground.
  • do not be afraid to admit mistakes.
  • get personal with customers.
  • make yourself available. 
  • meet all your customers' needs.  
  • create a feel of community.

Customer service jobs involve contact with customers in a variety of ways that may include face-to-face interaction, over the phone, in a shop, restaurant, financial institution, office or many other types of establishment. Therefore, it is vital for people in customer service jobs to have good customer service skills. These skills are of great value in creating a satisfied and potentially loyal customer. When customers have a good experience, they are more likely to return and more importantly tell others about your company. Some of the most valuable and inexpensive marketing is the word of mouth recommendations from happy and satisfied customers that are shared with their family, friends and colleagues.  The following tips will help you and your team ensure that you take your customers’ satisfaction to the next level.

Tip #1: make sure the customer service team have the right training and development skills.

• Empathy, patience, and consistency.  Customer service employees will face various customer interactions, including dealing with irate customers, customers who like to chat and others who may have a bunch of questions; these qualities will ensure customer service employees will provide the same level of service to each customer regardless of the scenario.
•  Adaptability. People in customer service jobs who are empathetic, patient and consistent will be able to adapt to the variety of customers they will face.
•  Communicate clearly. Customer service staff should use authentically positive language when they interact with customers and should convey exactly what they mean to the customer.

Tip #2: see problems through to the end.

Having a good work ethic means seeing customer problems through to a resolution. Customers are very appreciative of customer service representatives who are able to actively listen to them and respond in such a way that reaches a resolution. People in customer service jobs need to have good time management skills so they are able to manage their time wisely. This means helping a customer with a problem, but not spending too much time as to make many other customers wait. There is a balance to be reached in dealing with one customer while others are waiting.

Tip #3: be knowledgeable about the product or service.

Customer service representatives have a great responsibility because customers rely upon them to have a good knowledge of the product or service. It is important for customer service professionals to be well informed so they are able to answer any inquiries with the correct answers.

Tip #4: pay attention to every touch point.

A relationship with a customer can be damaged by a bad experience at any point during the lifecycle of the customer. Having a well-trained and consistent customer service staff will help reduce the chance of a bad customer experience, but all key touch points need to be looked at and assessed to ensure consistency of service.  Having a full view of the customer experience will help reduce potential lapses in service that could hurt a business.

Tip #5: seek out a common ground.

People in customer service need to identify with the customers they help; this can be accomplished by identifying shared interests, finding a common ground. When this occurs customers will often be endeared to the service representative. This also makes any conflict resolution much easier.

Tip #6:  do not be afraid to admit mistakes.

Customers will appreciate honest customer service people when they admit their mistakes. This is often the best way to build trust or restore confidence by a customer.  It also makes it easy to control the situation when instances of conflict arise.  The customer's attention can be re-focused and the issue can then be resolved.

Tip #7:  get personal with customers.

It is always important that customers feel they can access a person and not just an automated system for responses to emails or recorded telephone prompts.  Using social media to write responses is a good way to interact more personally when customers post comments on the company page.  Also let the customer get to know the company and its employees by posting photos and bios on the website. 

Tip #8: make yourself available. 

When customers feel they can reach you, they feel a more personal connection. One way to do this is to offer video calls for more distant customers or meet local customers in person on occasion. Trust can be built with customers by offering them your physical address and even being available during early or late hours for customers in different time zones.

Tip #9:  meet all your customers' needs.  

This means catering for their needs within the business/customer relationship. Offer the best customers VIP treatment and consider assigning certain customer service representatives to particular customers in order to build the relationship. Set up focus groups, run a survey or interview customers to understand the types of service the customers may like.

Tip #10: create a feel of community.

Customers always feel valued when they are treated like a part of the community; they like to feel important. This can be done through social media, trade shows, conventions, webinars or interactive websites.