Effectively resolving customer issues is key to running a prosperous business.
Customer service can make or break a business. Poor customer service drives customers away because they feel their needs are not met and the company is unresponsive. This could lead to a bad reputation, causing further loss of business. Understanding and implementing effective customer service techniques not only results in happy customers, but attracts more clients and a stellar reputation--two keys for business success.
Instructions
1. Apologize. A brief but sincere apology is highly effective in calming down the customer and getting the conversation off to a good start. It also shows professionalism and humility on behalf of the company.
2. Listen and empathize with your customer. Customer service representatives (CSRs) should be trained to become good listeners, taking time to hear the customer's side of the story and why he is upset. CSRs should also put themselves in the customer's shoes instead of robotically reading a script. They should ask themselves how they would feel if they were the customer, and if they would also be angry. When a CSR takes the time to listen to the problem and empathize, that goes a long way toward defusing the situation. Customers then feel like the company is on their side.
3. Remain patient and diplomatic always. Dealing with customers can be tricky. Sometimes they have completely legitimate complaints; other times their issues seem trivial. At worst, they can be downright nuisances. Handle all customer service calls with great patience and diplomacy. Never raise your voice or argue; this only breeds contempt. The words, "I understand" go a long way toward resolving customer service issues.
4. Take action. Once you have apologized, listened, empathized and practiced effective diplomatic customer service techniques, plan a course of action and tell the customer clearly what you plan to do to resolve the issue.
5. Follow up. Customer service follow up is highly effective in retaining customers and attracting new clients. It's an added measure that tells the customer, "We care, and if you are having any other problems, please let us know and we will resolve them right away." You can follow up via e-mail, but a phone call personalizes the experience and makes the customer feel cared for.
