HOW TO GIVE GREAT CUSTOMER SERVICE
Understanding the need for good customer service and how it affects your business.
Question: I Own A Store On The Konga Mall, But My Customer Service Is A Train-Wreck, What Skills Do I Need To Adopt To Avoid Losing Customers And Letting My Buyers Down With Poor Service?”
The process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. It is all interactions between a customer and a product provider at the time of sale, and thereafter.
Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means. Customer service adds value to a product and builds enduring relationship.
Patience: Patience is not only important to customers, who often reach out to support when they are confused and frustrated,but it’s also important to the business at large. If you deal with customers on a daily basis, be sure to stay patient when they come to you frustrated, but also be sure to take the time to truly figure out what they want, customers would rather get competent service than be rushed out the door.
Listen/Clear Communication Skills: The ability to really listen to customers is so crucial for providing great service. Not only is it important to pay attention to individual customer interactions by watching the language/terms that they use to describe their problems, but it’s also important to be mindful of how we in-turn communicate feedback. You should never mumble or ramble on to your customers, it’s one thing to find out more about your customers, but ensure you get to the problem at hand quickly. When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.
Knowledge of your Product: You should ensure you know the ins and outs of your product also how it works when applicable just like a customer who uses it daily. Without knowing your product from front-to-back, you won’t know how to assist customers when they run into problems.
Acting Skills: Sometimes you are going to come across customers that you will never be able to make happy. Situations not in your control (customer had a terrible day, mood swings) will sometimes creep into your routine. Customer service requires someone with those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may just be plain moody.
Time Management Skills: The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you don’t know the solution to a problem, get a customer over to someone who does. Being efficient should be the final result of time management.
Willingness To Learn: This is probably the most “general” skill on the list, but it’s still necessary. Those who don’t.t seek to improve what they do, whether its building products , marketing or helping customers will get left behind by people willing to groom their skills and get additional skills.
(Culled from Help Scout Blog on customer service skills)
ABOUT THE EXPERT
As the Customer Experience Supervisor of Konga Mall, Aisha ensures the Konga team is kept informed on the company’s Customer Service expectations and consistently trained on how to interact with its customers at all times. And through consistent Research & Development on how to keep the customers happy at all times, she has doggedly ensured the company retained its old and newer customers, and helped in improving the Customer Experience interaction of the whole Konga team. For more expert advice from Aisha and the rest of her Customer Experience team, you can send in your questions to email@example.com.