Customer service is tricky, and the notion that the customer is always right doesn’t always help. Communication is your job, and working from home has proven that you can do it from anywhere, including providing the best support for customers.
After all, they are why you do what you do. So, by ensuring that you keep lines of communication open to customers, you will guarantee that they have someone to hear every complaint, compliment and query. When you communicate well, things move swiftly and you leave no room for confusion and doubt.
Communication
The main component of customer service is communication. There is no way you can have good customer service without it. As a customer service professional, it is imperative that you create clear channels of communication between you and your team. But, you need to put the customer first, especially since we’ve all gone virtual.
Setting up a virtual phone number will help with this. TalkRoute.com offers this service, and you can use it on the equipment you already own. Their service allows you to take calls wherever you are and route and forward them to your staff to ensure your business never misses a beat and customers can get in touch.
Active listening
Listening is one thing, active listening, that’s the real deal. Customers need you when they need to talk and your job is to listen, not to what you think their problem is, but what they tell you. You are there to provide an ear and the knowledge they don’t have.
When a client wants to complain, they just need someone to hear them. Their troubles can usually be linked back to tension at home or work, stress and anything else they might be dealing with at home. Talk less and listen more. You’d be surprised what you pick up.
Empathy
To do your job well, you need to be able to put yourself in the customer’s shoes. Getting to their level can be an important step to understanding their point of view. It will ensure that you are on the same page in terms of what they want and need.
If you treat the customer in the same way you wish to be treated, they are more likely to be returning customers. They’ll recommend your business to their network, especially if it’s associated with a positive experience. So take the time. After all, you are the person who can make that happen.
Patience
It’s true what they say; patience is a virtue, especially when dealing with people. There’s no better judge of self-restraint and patience than facing a frustrated and scary customer with a smile and a keen listening ear. But, it doesn’t come easy and it takes practice.
The worst thing to do is to rise to an already escalated situation. Nothing gets resolved. Now that no one can see your face, it’s good practice to take some deep breaths when you encounter frustration. It doesn’t hurt and it gives the other party a chance to air their grievances.
Thick skin
Not every interaction you have will be positive. There will be times you feel attacked or undeserving of cruelty, but you’ve got to remember, nothing is personal. This is your job, and complaints and meanness, unfortunately, come with it. Service with a smile is what everyone expects.
This job requires you to maintain a level-headed approach to every interaction, no matter what might’ve happened previously with someone else. You must maintain control of the situation without imposing it on the customer, even if you feel slighted. The interaction that you foster will inform how the other party responds.