If you do not adequately train your employees in customer service, it could bring many problems to your business.
By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues.
The communication needs to be quick, effective, and polite at the same time. In the end, strong communicators in your customer service team could be the ones who make customers come back even after you make a mistake. Here are rules that will help you communicate more efficiently with your customers.
Focus on What the Customer Is Saying
Being a good active listener is one of the most important skills in customer service. Listen carefully to what the customer is saying and react when it is appropriate. If you need to take notes during the conversation and then struggle to give the customer all the attention, there are solutions that can help you to overcome the problem.
Companies such as Anchor AI can help you on the way to AI notetaking. With the help of technology, you will be able to focus on the customer without any distractions. You will even be able to keep eye contact and make the customer feel heard.
Confirm That the Customer Understands
When talking to a customer, it is essential to avoid any misunderstandings. You can achieve that by checking if the customer understands everything during the conversation. Try repeating or paraphrasing what they told you to make sure that you got the gist of their issue. And if you notice that the customer is getting lost or confused, try asking them if they understand everything so far.
You can always try to explain things differently or go more in-depth. You need to check that you are on the same page regularly, especially during online conversations. By ensuring that everything is clear, both parties will be more confident and happier with the resolution.
Solve Any Disputes in a Timely Manner
According to HubSpot Research, immediate response in 10 minutes or less is important or very important to 90% of American consumers. If a customer contacts you because of a complaint, a slow response could make the situation even worse.
However, suppose you solve the situation quickly and professionally. In that case, you might be able to turn it around and build an even stronger relationship with the customer. When customers have a good experience with customer service and are happy with the communication, they will likely return to you even though they have contacted you with a complaint.
Do Not Interrupt the Customer
Interrupting someone who is talking is simply rude. And if you interrupt your customer, it might severely damage your relationship with them. Listening carefully to what they have to say will help you resolve any issues more efficiently and improve the overall course of the dialogue. And if you are talking to the customer on the online chat, send pre-written messages only as fast as they can read them.
You should also try sending only one question at a time and wait for the answer. Then, the communication will become a much more pleasant experience for the customer, and they will feel like you are truly listening to them.
Maintain a Positive Attitude
With a positive attitude, customers will be more likely to engage with you and be more interested in what you have to say. If you kept asking questions with a negative attitude, they would only become more confused, and the conversation would not be productive at all. When talking to a customer, think carefully about how you word things. Even a simple change in the sentence structure can completely change your attitude and the way the customer perceives you and the interaction.
A positive attitude will help you to resolve any issues efficiently, and the customer will leave the conversation with a feeling of fulfillment. Provide your customer service team with a spreadsheet of phrases or at least examples of how you would like them to frame their sentences when talking to a customer. Knowing how to develop a positive attitude could be beneficial for business.
Offer Something Extra
When you successfully resolve the issue the customer experienced, you should ask if there is anything else you could help them with. It will ensure the customer that you enjoyed helping them and that you care about what they think of your product or service. However, you do not need to stay only at the final question.
If the issue your customer experience is more complex, you can always offer more details to clarify any doubts. You can also direct them to other interesting sources that might help them. In the end, your customer will leave the interaction happy with the solution you offered. They will also know that you listen to their needs, so they will be more likely to return when they need your product or service again.