Read on to see how we break down the key steps you can take to improve your customer service processes into 6 sections .
We therefore structure the 6 keys to generate great customer service:
Be empathetic.
Listen carefully.
Admit the mistake.
The customer is not always right
Offers apologies
Be empathetic
Not putting ourselves in the client's shoes and believing that we are right will only make the conversation difficult, making us lose connection and the ability to listen to them.
Depending on the moment or circumstance, we are all or have been consumers and sellers at the same time, that is, we find ourselves on one or the other side of the counter, the mobile phone, the office or the computer. But that does not mean we should change our attitude of active listening .
Furthermore, when faced with a complaint, we must consider that greater knowledge of the product or service sold gives us, at least, a slight advantage over the customer in offering possible explanations once the problem has been defined.
Listen carefully
By minimizing the importance of the event that occurred, we unilaterally rule out the possibility of the client feeling understood, distancing ourselves from the attention that they request and require at that moment.
It is the quickest way to make the client feel upset. To avoid this, we must practice active listening , which is the skill we show when we pay attention not only to the message that is being conveyed to us but to everything that accompanies it: sensations, emotions, gestures, feelings, etc. We must make the client feel heard and understood.
Recognize the mistake
By not accepting the possibility that we have made a mistake, we aggravate the situation by provoking the client to persistently seek answers, which will only cease when we decide to acknowledge the error, assume responsibility and provide a solution.
Therefore, anything we can save in time by recognizing the error once we have received an objective and convincing explanation from the client will be of great value in finding a solution to the problem that has arisen.
The customer is not always right
And this is logical, given that any of us, when we buy a product or service, kuwait phone number list do not know exactly all of its characteristics, functionalities and details.
In this regard, it is worth highlighting the informative work that the salesperson or sales advisor brings to this stage. The customer will always appreciate a clear and accurate explanation and will not forget the warnings given by the salesperson. The correct use and subsequent operation depends on the salesperson ensuring that the customer has previously and correctly understood all of his explanations.
Any real-life example can be used to illustrate this fact, whether it is the purchase of a car, a piece of clothing, a computer, a smartphone or a machine tool.
Therefore, the seller not only performs his/her job correctly at the time of the sale, but will also be efficient as he/she covers the possibility of future failures regarding the correct use of the product or service sold.
Customer service is essential in hotels and tourist establishments
Offers apologies
Once the error is acknowledged and depending on the medium, the apologies may be public or private .
If we act in digital media and if we address the dispute in time, that is, at the beginning, the most effective way is to contact the person by private message and close the dispute with an agreement in the form of compensation or a gift. For example, if the object of the complaint is an order whose delivery was defective, an agreement can be reached with the customer by offering the same order again for free.
If you don't get there in time, the situation is more complicated. In order to cut off the crisis as quickly as possible and prevent it from going viral, the most effective way is to publicly apologize. This will make the audience react, limiting the impact of the crisis with the aim of minimizing it and then closing it.
If we are acting in person, apologies should be an element of restraint and modulation of the intensity of the conversation developed up to that point, which will show the possibility of a solution and agreement close at hand.
Be patient until the end
By knowing in detail the characteristics and qualities of a product or service sold, as well as all the ins and outs of similar problems that have arisen previously, without forgetting to respect the listening times necessary for the customer to feel attended to, we will be prepared to establish internal communication that will lead us to the final understanding of the situation by the customer.
By respecting the above points, we will create a feeling of support and coverage, making it easier for the customer to finally accept the explanations and understand the fault or error as just another possibility in the universe of events after the sale.
By being patient until the end, we create an environment of understanding in communication that will enable understanding and reaching an agreement.