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“Truly listening is hearing the needs of the customer, understanding those needs, and making sure the company recognizes the opportunity they present.” Frank Eliason
“Truly listening is hearing the needs of the customer, understanding those needs, and making sure the company recognizes the opportunity they present.” Frank Eliason
Entrepreneur Magazine explains that great customer service can be very simple, whether you are dealing with clients on the phone, via email, through social media, or in person. They explain that there are 4 keys to excellent customer service which include:
Entrepreneur Magazine explains that great customer service can be very simple, whether you are dealing with clients on the phone, via email, through social media, or in person. They explain that there are 4 keys to excellent customer service which include:
- Nail the first impression--let the customer know they are important, valued, and that you are a professional
- Keep wait times to a minimum--don't allow customers to sit on hold for an unreasonable amount of time, wait in line while you do things that can be attended to at another time, or send an email that doesn't get responded to in a reasonable amount of time
- Make customer service a priority--listen to their concern or needs and honestly try and address them with what you can and can't do
- Speak to your customer like they are a real person--although customers aren't your personal friends and you should always always recognize you are in a business setting, you need to also be who you are in any interaction and don't be afraid to say you need to discuss this with your boss or you can't answer their question but will get someone who can
According to a 99U article about avoiding miscommunication in customer service, there are some observable traits in emails and communication with customers that require a specific type of response:
According to a 99U article about avoiding miscommunication in customer service, there are some observable traits in emails and communication with customers that require a specific type of response:
- If the customer placed their entire problem in the Subject line of an email, it's usually better to call them and deal with the issue directly.
- If a customer says "please advise", they are asking for specific direction from you.
- Emojis in an email can provide you with additional emotional cues about their feelings, so don't dismiss them, but also remember that when communicating professionally emojis should not be over-used.
Also, you need to remind yourself that there are real humans on the other side of emails, calls, texts, and posts. That the people you are communicating with are customers your employer wants to keep. Beyond keeping customers, your employer wants those clients to tell others about their business so they get new customers.
Also, you need to remind yourself that there are real humans on the other side of emails, calls, texts, and posts. That the people you are communicating with are customers your employer wants to keep. Beyond keeping customers, your employer wants those clients to tell others about their business so they get new customers.
Great customer service is what any person who is spending money on something wants, and you may not always be able to give a customer what they want, but trying to solve their problem and work through an issue is sometimes all that is needed for that customer to leave with a good experience.
Great customer service is what any person who is spending money on something wants, and you may not always be able to give a customer what they want, but trying to solve their problem and work through an issue is sometimes all that is needed for that customer to leave with a good experience.
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