Sometimes even a genuine effort to help a customer may inadvertently antagonize him. For instance, if an IT customer service representative receives a call and the customer says, “My keyboard is not working,” and the representative then asks him, “Is the keyboard connected?” the customer could respond angrily, saying, “Do you think I am stupid?” A more subtle way to bring up the possibility of a disconnection would be to say, “Sometimes dust makes the connection malfunction. Please remove the connector, blow away the dust, and reconnect it.” If this solves the problem, the customer will thank you. If not, you won’t have antagonized him by asking a question that some might consider offensive.
2. Don’t Hesitate to Apologize.
A retail customer service job involves dealing with all kinds of customers, and those customers may be in all types of moods. Most customers are already agitated when they call a customer service department. They have a notion in their heads that says, “I paid for this product, and it should work properly all the time.” When the customer feels that his complaint is going to be resolved, 50% of your work is already done. So, customer service representatives should remember that simply saying a few words such as “Sorry for the inconvenience” or “I’ll make sure this does not happen again” can go a long way towards instilling confidence in the customer. If the complaint relates to a mistake on the part of the company, accept it by saying, “It’s our fault, and we will be happy to correct the error as soon as possible.”
3. Speak in a Soft and Friendly Tone.
It’s not what you say but how you say it that matters. As the saying goes, “The first impression is the last impression.” Most customers make up their minds about whether your customer service is good or bad within the first few seconds of a call. Whether you are interacting with a customer face to face or over the phone, always keep a smile on your face. Visualize yourself being in the same room as the person on the other end of the line as you try to resolve his problem. Keep in mind that the customer has contacted you because he has a problem and it is your responsibility to redress his grievance to his complete satisfaction.
4. Keep Your Word.
A very important rule of good customer service is that the customer should not have to call back to follow up. If you promised your customer that his money will be refunded within 48 hours, you must make sure that it is. Word of mouth is a very powerful tool, and if word spreads that your company’s customer service department is “inefficient,” you might lose many customers. On the other hand, if people tell others about the quick response of your company even though it may be related to a product returned or a refund of their money, it will generate goodwill for your organization and, in turn, increase your customer base.
Conclusion
Whether your company is a small one or a multinational, these small steps will go a long way towards giving you an efficient customer service setup. Ask questions to customers in an inoffensive manner, apologize whenever necessary, speak in a friendly tone, and always keep the promises you make to your customers.
