October 4 marks the official launch of this year’s National Customer Service Week – a week reserved for celebrating customer service and support representatives and the work that they do year round.
As you enjoy the week and take part in a host of agent-appreciation events, remember to celebrate people skills with these six simple tips from customer services guru and people-skills coach Kate Nasser:
1) An authentic smile changes everything. On the phone, in person, and even the words you use in text, chat, emails, and your website design should smile at the customer.
Studies show that a physical smile can actually change the way you sound on the phone. Use this technique to your advantage.
2) Treat people the way they want to be treated — not the way you want to be treated.
This is important to keep in mind as every customer is different!
3) Be the sun, not a thorn. Even with thorny difficult customers, be the sun. Shine light on the problem to be solved and fix it.
There will always be difficult customers; remember to not take it personally and to shine on!
4) A plane flies well on auto-pilot mode. Customer service doesn’t! Adapt to each customer — personalize and localize including personality type, culture, geographic differences, and generational differences.
Not only is every customer unique, but every contact is unique is well. Use all information at your disposal to create the best customer service experience possible – every time.
5) Empathize before you analyze! Show customers you care and they will care enough to help you help them.
In most cases, customers are more than willing to tell you what they want or need. Listen to their suggestions and be considerate of any emotional responses.
6) Kindness transcends constraints. (Tristan Bishop) There are obstacles and challenges in customer service and technical support. Kindness to the customer ensures a continued bond while you work to overcome the challenges.
Kindness is key. In customer service, in life.
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