By Kim Lengling
Source in part (Providesupport.com Maria Lebed)To visit above source click here
You’ve had a call from a disgruntled customer. Orders are late, quality is an issue or any number of things.
Below are a few tips for those who deal with customers every day, whether you work in manufacturing, retail or any other arena. People skills are needed and you need to work at and hone this valuable skill.
Listen. Listen. Listen. Your customer wants to know they are actually being heard and that their concerns are valid. Pay close attention to their concerns. Take notes, get details to best understand their concerns. Repeat their concerns back to them to be sure you have captured exactly what it is they need. This will save so much time in the long run and help to avoid added frustration.
When speaking with your customers, speak clearly and precisely. Keeping it simple. Speaking clearly, in a friendly and concerned tone can help to drop the level of stress and show your customer that hear them and that you care about their concerns.
Speak with confidence. Not arrogance. It is so important that you convey yourself as well as your company in a knowledgeable manner or you may run the risk of the person on the other end of the phone tuning out.
Oh my. Patience. Haven’t you had those days where you think to yourself “they are not listening to me!”
As someone who deals with customers, you are bound to receive calls from angry or frustrated people. It may seem like they are not listening to anything you have to say as they are focused on their issue and want it fixed NOW. Being patient is key to steering your conversation with your customer in the right direction.
The question below question was posed to area local businesses:
What does your company do to ensure you have superior customer service in place?
One of our best methods to assure great customer service is a defined amount of client touches by the 3 main areas of our staff, sales, service and support, we encourage clients to let us know what we could do better and try to solve problems while they are still small.
It starts with the culture created and fostered at The DJB Group. Total Client Focus is not a slogan, it is how we treat every encounter with either a client, their employee or a family member of that employee. Their problem immediately becomes our problem and we work, starting immediately, to solve it.
Customer service is providing “Care”. Your customers are coming to you with a problem and they want you to understand it and empathize with them. Do they want to hear how they are wrong or don’t understand what you’re trying to tell them? No, they do not. They want to be heard and know that the person on the other end of the phone cares about their concerns.
The best way to do that is to put yourself in their shoes. Not matter what their concern is, try seeing it from their point of view.
It takes a team to provide great customer service. As a customer service rep, you will need to have close contact and a good rapport with the members of your company so that you can provide accurate and timely information to your customers. You need to know and understand the structure of your company and who is responsible for various departments so that you can assure your customer you are handling their concern appropriately.
Creativity is helpful in the workplace. You may need to think outside the box at times to find a solution to difficult customer issues. This could be a challenging yet interesting task. As a customer service rep, your days are typically never boring! Thinking creatively will be a big part in providing satisfaction to your customer as well as demonstrating how much your company cares about their customers.
We all want to be treated nicely. The customer service field is no different. It is very helpful if your customer service rep has a friendly personality, is knowledgeable about your company, has some tech skills (if needed) and conveys themselves in a professional manner.
The above-mentioned is so important in being able to build strong and lasting relationships with your customers.
Customer service may not be for everyone, but for those that have the skills discussed in these articles and truly enjoy assisting people, this may be your niche! And hey! Try using these same skills in your everyday life!
The below question was posed to a couple of local businesses:
What do you look for in a Customer Service Rep?
We look for a people person who can communicate and who can empathize with those who have problems.
Someone who both understands that ‘Big Picture’ culture we employ, but who also has the skills, knowledge, attention-to-detail, patience and fortitude to go to whatever lengths are necessary to treat each client encounter to The DJB standard of excellence.
23727 US Hwy 322
Cochranton, PA 16314
PO Box 248
Cochranton, PA 16314
Mon-Thur 5:30 - 2:00
Fri 5:30 - 1:00
Mon-Fri 8:00 - 4:30