A great customer service experience is critical to building a reputation in today’s competitive marketplace. As per HubSpot research, around 93% of customers are expected to make a repeat purchase with a brand that offers excellent customer service. With such large rewards up for grabs, all companies aim toward delivering impeccable customer service.
The key differences between a good customer service experience and a bad one are how the customer feels after the call, the time taken for resolution, and the overall attitude of the customer service representative.
If you are already working in customer service or looking at customer support jobs for your career, you need to have a genuine passion for helping people. There are several customer service jobs for freshers available in the industry where companies are willing to spend on training the workforce to provide a positive customer experience.
Any customer service job needs an individual to be positive and motivated so that customers have a delightful experience.
Here are the top 10 tips that can help you become a great customer service specialist:
1. Understand the customer journey
To be good at customer support, you need to be well-versed in the customer journey. Unless you understand the various points in the customer journey, you will not be able to do justice to your job as a customer support executive.
Once you grasp how the customer interacts with your brand, expectations, and challenges, you can provide a much better experience.
2. Be real
The last thing a customer wants is a human on the other end who behaves like a robot. Customer support templates and decision trees are important, but they need to be used with empathy and emotion.
One way to do it is to imagine yourself in the customer’s place. By doing this, you would be much better positioned to handle the questions and queries and provide a fast resolution.
3. Use positive language
Another tip that can help you in the customer support executive job in your career is to use positive language. Hope, optimism, and positivity will take you a long way in your journey as a customer support executive.
Agents with a negative approach may not just put off the customer but may provide a poor customer experience, which is not suitable for the brand.
4. Admit mistakes
Admitting mistakes or saying “I don’t know” to the customer will not make you look bad. Instead, it will make you seem genuine. If you have made a mistake or have no idea how to resolve a query, it is okay to let the customer know. After communicating the issue to the customer, connect them to the right person or take time to find a response or resolution for the customer’s issue.
5. Use customer service tools and templates
Today, there are a variety of customer support tools available. So rather than relying just on your gut feeling or guesswork, you can use these tools and templates to deliver impeccable customer support.
With the right set of tools and resources at your disposal, you can achieve better results and provide a delightful customer experience.
6. Always close conversations properly
Another essential tip that can help you in your customer support job is to close the conversation correctly. Rather than just abruptly cutting the call, it is better to summarize what you have discussed and agreed with the customer as a next step. This will help you and the customer to be on the same page and avoid any conflicts at a later stage.
A customer support executive should close the conversation properly rather than leaving anything to chance or interpretation.
7. Aim for a fast resolution
As people lead busier lives and have shorter attention spans, it is important to provide a fast resolution. Customers may be inconvenienced by delays and might perceive the experience negatively if the resolution process takes too long. So, as a customer support executive, you should focus on providing a prompt solution to ensure customer satisfaction.
On the other hand, the customer experience should not be hampered in favor of a quick resolution, and you should not end up providing below-par service.
8. Be aware of the organization
As a customer support agent, you represent the company. Would you want to come across as clueless or uninformed of the recent changes or developments in the company?
It is best to be aware of the organization, its recent actions, and its long-term vision. This information would help you be the brand ambassador and respond adequately to any issues the customer is facing.
9. Share your learnings
It is one thing to be a good customer support agent, and it is another to help your colleague learn from you. To be good at your job and emerge as a customer service specialist, you need to share your learnings with your colleagues and management.
This will help them learn from your experiences and help establish your brand in the organization and the industry as a customer service specialist. As Anne Frank said, “No one has ever become poor by giving.”
10. Follow policies and procedures
You need to be aware of the company’s policies and procedures while providing support to customers. Each company and region typically has some regulatory and compliance requirements to be followed, so it is important to consider them so that you can provide the right support services to the customers.
To sum up
These tips will help you get better at customer service. Customer service is about providing a positive customer experience and keeping the satisfaction score high. You can use these tips to build a positive experience in your interactions with the customers consistently. You will be able to become a great customer service specialist in no time.