Customer service representatives are the face of a business. Additionally, they often communicate with clients directly, particularly over email. With that said, customer support representatives need to represent their business well. They will be the deciding factor in customer problems either being solved or turning into bigger, harder-to-deal-with issues.
After engaging with a customer support representative, customers should feel more at ease and confident that their concern is being dealt with accordingly. The following 5 skills are essential for any business looking to use their customer service representatives to enhance it’s reputation.
To make things even easier for your reps, companies like Ameyo have a number of products and solutions that are available to you that can help you streamline your customer support processes. One of the leading solutions is the omni-channel setup.
With this particular solution, you can reroute and connect all of your customer interactions into one place. This includes your voice, email, chat and even social media communications: all into one.
This means that when a customer contacts your business for support, no matter what channel they are using, they are automatically rerouted to the appropriate representative that can handle the issue or concern.
A lot of responses are scripted, but listening to your customers and personalizing prepared scripts are essential ways of making customers feel valued. There's nothing more frustrating for a customer than trying to voice a concern or complaint and being met with pre-written, generic responses. They don't want to be just another anonymous complaint – they want to feel acknowledged and heard.
With that said, each customer service representative should try to be as “human” as possible. For example, it could be something as simple as hearing a child crying in the background of the phone call and connecting as parents. Saying something like, “I can hear someone calling for you over there. I have a young one also. I'll try to make this quick for you, because I know you're probably really busy.”
That sort of attentiveness and awareness of, not only the concern they are calling with, but also the other things they're dealing with, can go a long way. They will most likely leave the conversation happier and much more confident than when they entered it.
These kinds of situations can differ dramatically depending on the individual circumstance of each customer.
Some customers may have problems with technology or understanding fine print. It’s very important to ensure that customer support recognizes that customers are less knowledgeable about the business, and show patience when clients have questions.
“Whether it's technical difficulties that a tech-newbie is having or going through the specifics of information that were simply overlooked, it's vital that any customer support representative demonstrate the highest level of patience and understanding – not everyone spends their days talking about these issues, so they shouldn't be expected to be fully aware of all of the ins and outs” – says Ida Townsend, a Business writer at UK Top Writers and Best British Essays.
Use Positive Language
Whether on the phone or over email, it is always important to remain positive and use positive language in interactions with customers. Words such as ‘obviously’ and negative words and phrases should be avoided at all costs.
There's always a positive way to say something. Your customer service reps should not respond with a negative and confidence-killing “I don't know.” A more positive response to an unknown question would be, “let me find out for you!” This has a positive and pro-active tone to it, even though it essentially says the same thing.
Be sure that the messages from your support staff are short and sweet. Customers don’t want to sit and read through essays of text. Instead, they want to get things sorted and over and done with. You can monitor your representatives word count easily using tools like Academized. Alternatively, you can generate customized responses for your staff to use. For example, the ones generated at Bigassignments, are a great way to communicate if you’re experiencing the same requests over and over again.
It’s not enough to train your representatives in customer service. It’s no longer sufficient to just know how to treat and talk to customers. Reps need to know the product/business like the back of their hands so they can give reliable information customers.
“No one wants to call or email a company with a concern, only to be met with a representative that has the same level of knowledge and understanding as they do. When a customer contacts a business with their concerns, they want to have full confidence the person they are interacting with understands their problem and knows how to go about resolving it” – explains Catalina Joe, a Recruiting Consultant at Revieweal and Assignment Help.
Be Calm and Flexible
When working in customer support, your staff needs to be able to keep their cool in all circumstances. This means that they should be prepared for anything the customer says or does.
Customers are almost always entering the conversation already upset or irritated about something. With that said, the customer support representative needs to act as a calming agent in interactions.
Of course, it can be very stressful if your customer service representative team is handling lots of calls and emails. Using tools like Oxessays or the “Write My Essay” tool, you can improve not only your external email communications, but streamline your internal communication as well.
This solution also enables you to use automated and intelligent chatbots. These bots allow your customers to ‘self-serve’ themselves with basic and advanced queries. These include, predictive dialing, ‘voice blast,’ and proactive outbound systems.
As you can see, this is one fully-featured automated system that can streamline your support processes. Your staff will be happy and organized and your customers will have the best experience possible.
Ultimately, people reach out to your customer support representatives because they want their problems solved. The tips and tools listed above can help ensure that the customer service you provide is nothing less than exceptional.
Gloria Kopp is a sales manager and a business writer at Australian Help. She regularly shares professional tips and guides in her posts at Template Monster and Paper Fellows blog. Besides, Gloria is an author of Studydemic blog where she writes her online reviews for students and educators.