If you are looking to improve sales of your product or service, then it’s important to make sure that your customer service is top notch. Lack of good customer service likely means that your customers aren’t going to be happy and they aren’t going to stay for long.
Furthermore, this means that they are probably going to recommend to their friends, family, and neighbors that they stay away from you which can hurt your public image and the future of your business in the long run.
Thankfully, there are a few customer service techniques that you can apply to make sure that your customer service is keeping your customers or clients happy and satisfied.
1. Be Knowledgeable
One of the most important parts of being a good customer service representative is to know all there is to know about what it is you’re selling. Whether your company sells products or a service, if you don’t know what they are asking about, it comes off as poor customer service.
Make sure that you know everything you need to know so that you can give your customers the answers they need. You don’t want to have to put them on hold to ask someone else or tell them you don’t know.
Covering all there is to know on the products or services should be taken care of in the customer service training. If necessary, you may want to consider retraining your customer service representatives.
If you are a customer service representative and don’t think you know everything, consider finding out as much as you can as soon as possible.
2. Be Positive
No matter what, it’s a great idea to keep a positive attitude and stay upbeat. Even if you can’t help the customer or give them what they want, make sure you put a positive spin on it.
For example, if they are trying to have something done that you can’t help them with, tell them that you will put them on the phone with someone who can, and transfer them to the correct person.
If they are asking for something unreasonable, calmly and happily explain to them an alternative to what they are asking. Never tell a customer that you don’t know how to help them or that you will be unable to assist them. It is your job to do everything you can to make the customer happy.
3. Listen To Your Customers
Honestly, sometimes customers just need to vent. Whether you can help them or not, make sure you listen to your customers and sympathize with them when necessary.
If there was a mistake on your company’s part, admit it, apologize and do what you can to make it right. Even if what they are saying doesn’t make sense to you or you feel like they are only complaining, listen and sympathize with them.
Do what you can to let them know that they are being heard and you will do what you can to make them happy again.
These are just some of the techniques that you can apply to help improve your customer service. Remember, the main job of being a customer service representative is to keep the customer happy.
Doing things like making sure you know everything you need to know about your product or service, remaining positive, and listening and sympathizing with your customers can go a long way on determining what people think about your company.