Customer service can be one of the most-difficult jobs in the business world. Attending to the needs of customers in any sector, from retail to software solutions, can be draining. Dissatisfied customers are not always in the best of moods, and they may take their frustration out on customer service agents.
As such, it's in an organization’s best interest to provide customers with reliable troubleshooting and the best possible solutions to their problems. Excellent call center practices are important. And company leaders or service department managers also can use alternate methods, such as service by live chat, whenever possible or appropriate.
The customer is always right, sort of
According to Forbes, it's essential to make the customer feel as if he or she is right ─ maybe not literally, but in the sense that their frustration has merit. Handling problematic customers is a key skill for businesses.
For example: Assume a customer disputes an invoice for hourly consulting services: $40,000 over several months. Rather than curtly responding that the customer's objection is wrong (even if it is not), what might work better is to instead calmly explain that your records show this figure. Then ask if it's identical to his or her records. If there is a discrepancy in the customer's bill, track down its source and act accordingly. If the customer was overbilled, issue a corrected invoice and perhaps offer a future discount. If your records are correct but some error led to the difference, perhaps you can work out a compromise, (such as an extension on the bill).
Etiquette at all times
On its blog, business software solutions provider Salesforce recommends tailoring your service approach to the customer from the start. For example, you can ask them to choose among phone, email or live chat as their preferred method of contact. This establishes a positive starting point. Later, if problems arise, you'll already have done your part to accommodate their preferences. Even if you run into customers who complain, phone agents should never lose their cool and answer every question with calm and poise.
Keep service employees in the loop
Call center and customer service managers must ensure that their agents are fully equipped to handle all consumer concerns. According to communication solutions firm RMG Networks, knowledge is key here: If the call center receives multiple calls about a defective product that's being recalled but not every call service representative knows about it, they can't explain that the issue's being rectified. This leads to distrust or even abandonment by loyal customers. Service professionals should always be kept abreast of major companywide or product-related developments.
Employing alternative methods
In today's digital-dominated age, customers aren't always apt to call. So it's essential to adopt alternate interaction methods like email submission forms, live chat, and social sites. Forbes noted that emails should be responded to on the day received whenever possible. Meanwhile, live chat allows immediate interactions. And you can even use your company's Facebook, Twitter and LinkedIn pages to respond directly to customer queries following your company's social media response plan.
As such, it's in an organization’s best interest to provide customers with reliable troubleshooting and the best possible solutions to their problems. Excellent call center practices are important. And company leaders or service department managers also can use alternate methods, such as service by live chat, whenever possible or appropriate.
The customer is always right, sort of
According to Forbes, it's essential to make the customer feel as if he or she is right ─ maybe not literally, but in the sense that their frustration has merit. Handling problematic customers is a key skill for businesses.
For example: Assume a customer disputes an invoice for hourly consulting services: $40,000 over several months. Rather than curtly responding that the customer's objection is wrong (even if it is not), what might work better is to instead calmly explain that your records show this figure. Then ask if it's identical to his or her records. If there is a discrepancy in the customer's bill, track down its source and act accordingly. If the customer was overbilled, issue a corrected invoice and perhaps offer a future discount. If your records are correct but some error led to the difference, perhaps you can work out a compromise, (such as an extension on the bill).
Etiquette at all times
On its blog, business software solutions provider Salesforce recommends tailoring your service approach to the customer from the start. For example, you can ask them to choose among phone, email or live chat as their preferred method of contact. This establishes a positive starting point. Later, if problems arise, you'll already have done your part to accommodate their preferences. Even if you run into customers who complain, phone agents should never lose their cool and answer every question with calm and poise.
Keep service employees in the loop
Call center and customer service managers must ensure that their agents are fully equipped to handle all consumer concerns. According to communication solutions firm RMG Networks, knowledge is key here: If the call center receives multiple calls about a defective product that's being recalled but not every call service representative knows about it, they can't explain that the issue's being rectified. This leads to distrust or even abandonment by loyal customers. Service professionals should always be kept abreast of major companywide or product-related developments.
Employing alternative methods
In today's digital-dominated age, customers aren't always apt to call. So it's essential to adopt alternate interaction methods like email submission forms, live chat, and social sites. Forbes noted that emails should be responded to on the day received whenever possible. Meanwhile, live chat allows immediate interactions. And you can even use your company's Facebook, Twitter and LinkedIn pages to respond directly to customer queries following your company's social media response plan.
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