Customer Service Tips
Practice clear communication with customers—Tone affects communication. Common mistakes to be made are using passive-aggressive language (“Actually…”) or confusing customers with slang, colloquialisms, or technical jargon. Instead of saying “You are being transferred. Your call is very important to us” try “Hey Jane, I’m going to introduce you to our customer success specialist who will be better able to answer
Always use positive language—Say one of your products is back ordered for a month and you need to relay this information to a customer immediately. Consider the following responses: Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.” Positive language: “That product will be available next month. I can place the order for you right now and make sure that it
is sent to you as soon as it reaches our warehouse!”
Give credence to customer complaints— To stay consistent in tone and process, use the CARP method: Control the situation. Acknowledge the dilemma. Refocus the conversation. Problem-solve so the customer leaves happy.
Avoid helping customers at breakneck speeds— “What builds a stronger tie to Arby’s may not be whether a customer receives a sandwich in less than three minutes,” says Gallup researcher William J. McEwen. “Speed won’t compensate for a cold, tasteless sandwich or for rude and incompetent service.” Take time to ensure first-contact resolution becomes a priority. There is nothing customers appreciate more than getting
helpful advice the first time around.
Give thanks in the real world— We’ve entered a world where retention matters in business more than ever, but web businesses seem happy to avoid interacting with customers. They aren’t pageviews—they’re people. What other 5-minute task creates as much ROI as sending a thank you note? You won’t have time to hand-write every customer, but if there is one activity that should never get lost in the shuffle of building a business, it’s thanking your customers.
Invest in great people—The quality of your customer service will never exceed the quality of the people providing it. If you plan on out-supporting the competition, plan on investing heavily in a team that can deliver. Source