Understanding Customer's Problem

As someone responsible for handling customers, you should know when to listen and when to speak. This will enable you to understand the problem, the first step in solving any problem.

Meeting Basic Needs

These are the basic steps in understanding a customer’s problems −

· Listen patiently to what the customer has to say

· Write down all that is being said

· Don’t interrupt if you have a query; note it down

· Once the customer has finished narrating his problem, summarize your understanding from your notes

· Add to the notes you have taken if the customer has anything more or different to say

After understanding the problem, you should immediately decide whether you will be able to solve the problem or need to escalate. Whatever your conclusion, assure the customer politely and convincingly that his problem will be solved.

Thinking Out of the Box

Having a problem-solving attitude is essential for a customer service associate. As most customers are inarticulate, out-of-the-box thinking is crucial to solve the problems. Also, even after the problem has been defined, it is not necessary that it has a straightforward solution. You may have to approach the problem from a unique way that has not been tried earlier.

Here are some scenarios where you may need to be innovative to offer a solution −

· Not covered specifically in company or department guideline

· Information needs to be gathered from another department

· Customer is pushy and wants you to solve immediately

· Customer has already made complaints that were not resolved

Going the Extra Mile

Every customer service department has a set of laid down norms, usually written. These norms or rules are there to −

· Define a team member’s responsibilities

· Establish protocols for inter-departmental communication

· Outline what a team member is not required to do

These guidelines are for safeguarding your professional interests. However, no one will stop you from going an extra mile to help a customer. In fact, as the face of your organization, you should do everything in your power to solve a customer’s problems. Even if it means doing something you are not strictly required to do.

A satisfied customer is the best publicity any organization can have. Plus, a satisfied customer will become loyal too, buying your products every time a need arises rather than look for other options.

Generating Business

Customer service associates are the people who deal directly with existing and potential customers. So by providing good service, they can assist in generating business. Let us see how.

Upselling and Cross Selling

Even after a customer has made a purchase or made up her mind, it is possible to upsell or cross sell. The technique of encouraging a customer to buy more expensive item, upgrade a product or service, or opt for product add-ons is called upselling. For example, in a bookstore, the customer can be persuaded to buy hardcover rather than paperback edition, or other books by the same author, thereby increasing the purchase value.

The technique of persuading a customer to buy a related or complimenting product is called cross selling. Taking forward the previous example of a book store, a customer can be encouraged to buy books by other authors but in the same genre.

How to Follow Up

Once a purchase has been made, you should not forget the customer because there is always a possibility of upselling or cross selling. But before you do that you must nurture a relationship with the customer.

Here are some tips for establishing and nurturing a relationship with the customer −

· Call up to check on customer’s progress after purchase of product or service

· Set up your database to send birthday and anniversary greetings

· Send an occasional snail mail as surprise element

· Send personalized thank you note

How to Address Complaints

There are four steps in addressing a customer complaint and delivering world-class customer service. These are as follows −

Understand the Problem

You must patiently listen to what the customer has to say and understand her problem.

Reiterate What You have Understood

Repeat to the customer what you have understood, so that both of you are on the same plane and there is no misunderstanding.

Resolve the Problem

Solve the problem to the customer’s satisfaction. Closure of the problem must be there from the customer’s end.

Thank the Customer

Always thank the customer for giving you the chance to help him. Remember, it goes a long way in building brand value. Also, if the customer had given up on your service or product without trying to resolve, you would have lost valuable customer.

In-Person Customer Service

You know that there are three ways in which you can provide customer service −

• In-person or at-your-desk
• Telephone
• E-mail or chat

Here we will discuss about providing in-person customer service.

Dealing with At-Your-Desk Requests

Thumb rule of dealing with at-your-desk requests is never to turn a customer away. Whether it is an internal customer or external customer, you should never ever ask the person to come again just because you are busy. However busy you are, whatever the importance level of your task, being a customer service professional means that dealing with customers has to be your first priority.

When you receive an e-mail or a chat request, you can postpone responding to it if you are too busy, however, in case of at-your-desk request you don’t have that luxury. So you should develop mechanisms that assist you in shifting focus from one task to another without losing concentration.

Pros and Cons of At-Your-Desk Requests

Every coin has two sides. Even if handling at-your-desk requests might seem annoying, it has its own advantages −

· You get the opportunity to establish a relationship with the customer directly

· You can get your queries resolved on the spot

· If the customer is happy with your personality and behavior, your chances of satisfying him increases manifold

These are some of the disadvantages of at-your-desk requests −

· You have to attend to the customer immediately

· In case of a difficult customer the situation could deteriorate fast

· If you need time to solve the problem, you will have to clearly tell the customer this

Using Positive Body Language

Besides your words, your body language conveys your intent to the person you are speaking to. When handling a customer, you should be mindful of your body language.

Here are some tips to using a positive body language with customers −

· Stop doing whatever you are doing and maintain eye contact with the customer

· Nod at them after they have said something of importance

· Sit erect without your shoulders drooping

· Use positive hand movements and gestures

· Never allow an expression of boredom to creep on your face even if you have heard similar complaints many times

Your body language should always convey positive and good intentions. This will induce the customer to have more confidence in you.