1 - Show Empathy - The Customer Problems Are Your Problems:
Let’s revert the situation and exemplify it as you have connected with a Customer Service to get issues resolved. That’s when empathy clues in with how a customer would react to the wrong solutions, confusing statements, long unbearable service queues etc. It’s the recipe of success to think up their problems as your problems or more or else, scenarios that you are a part of and need immediate resolving from the department. If you’re a rep, take customers into confidence, if you’re a manager, link up their ticket to a trusted employee to cement the first pillar of customer service philosophy.
2 - Strive & Solve - A Personalized Customer Service:
At organizations, striving and solving matters give us verdicts in the various tillers of reality especially with customer service. During office hours, we get to experience all kinds of possible questions that are stormed at our way. However, it’s our job to summate and channelize business and non-business solutions to our customers. At times, a customer asks for a specific customer rep and trust their word to get their queries solved. It exemplifies that the personalization is based on openness and dedication of reconciling problems without plummeting the quality of work done for customers. Enable personalization and ensure that it gets followed across the organization.
3 - Listen & Comprehend - Be All Ears To The Customers:
It is reprehensible, dull and boring to execute all customer service tasks with a robotic attitude. Rather, listen & comprehend to what customers want to convey. It takes a resounding thought process to switch minds and be in their shoes for some time. Be all ears at the time of phone, email and live chat to swipe off the uneasiness of botched dialogues. Instead, be comprehensive, rational and patient in your responses. Develop a new habit of listening & comprehending without taking ‘time-consumption’ as a hassle in this case.
4 - Guiding Principles - Mentioning The Golden Rules:
Guiding principles are a set of documented viewpoints of company’s vision that offer help to the new and experienced customer support agents. It works as a reminder to whoever deals on the forefront and creates a line of confinement in between what needs to be achieved. The guiding principle is broken down into service excellence and compassion. By doing so, your strategies will begin reflecting the vision during service delivery.