1. Instant response:
There is nothing like missing out on your customer’s mail or failing to respond on time. Instant response is truly powerful, it can impress an angry customer and mellow her/him down and it also speaks a lot about the organisation you represent by keeping it in good light. Response is always immediate and hence always respond to your clients and customers right away.
2. Your customer is always right, unlike your boss:
Well, your customer just knows about her/his problem or need. On the other hand, to the contrary you know their problem and the key to it. Understand the power of your role as a customer service executive. Hence, you need to gulp in anything that she/he has to say in times of anger for the time being. What you need to understand is that you shouldn’t be taking any of this seriously. It’s just a formal conversation from which you need to break ties both literally and metaphorically once the interaction is done.
3. Understand your customer:
While it is hard to understand as to where it pinches in your customer’s shoes, it is still necessary that you empathize with your customer. Try to look at the problem from the customer’s perspective and only then will you know the gravity of the situation. This will enable you to deal with issues effectively. However, this should be done with in professional limitations.
Communication doesn’t merely mean talking to your customer. It means to make you interaction impactful with a purpose of achieving something. This should be done with utmost grace and professionalism. Everything from your greetings to your salutation should make the customer feel recognised and responded. Keep away from pre-set and customised write ups for issues and try to be as relevant as you can to the problem. The power of impactful communication is everlasting and hence the best use should be made.
5. Consistent Check and follow-ups:
No problem ends just in about one interaction. It takes abundance of interaction for you to serve your customer successfully. Own up to your job and constantly update your customer on every other development on the issue raise by her/him. The customer shouldn’t be left hanging especially in issues and processes where you need more time to effectively resolve.
6. Leave a smile on your customer’s face:
Maintain your calm throughout your interaction and sound responsive and appealing. Remember you are your customer’s hope and expectation and you need to keep up to it. Try fitting some small talk in the beginning or end of your conversation without getting any personal. This way the customer establishes trust in you and now in turn your prime duty to maintain it. At the end of it all, close you issue with grace and impact. It shouldn’t be mechanical process of a solving an issue rather it should be a humanistic way of closing an issue. This could include asking for any additional concerns, asking for feedback and informing the customer that she/he can get back whenever required. After all your prime job is to serve your customer and hence do it with compassion.