Poor customer service can cost you. In fact, statistics show that in the US alone, companies are losing around $62 billion annually because they failed to provide their customers with the experience that they are looking for. With social media and various innovations influencing consumer behavior, it is a must for businesses to constantly adapt and improve their customer service practice if they want to stay in the game.
Here are some helpful tips on how you can leverage your customer service skills to create loyal customers and establish long-lasting relationships with them.
PRODUCTS AND SERVICES EXPERTISE
There is nothing more assuring than an agent who can confidently and accurately explain a product or service to their customers. Thus, never take training for granted. See to it that every member of your team or company is well versed with things like product details, promotions, locations, and even email or social media handles. This is important especially for those providing telemarketing services.
ENHANCE TECHNICAL SKILLS
Technical skills are as important as one’s knowledge of the products and services you offer. As much as possible, customers always want their concerns resolved as soon as possible. If you are quick to respond but slow to act especially when there’s a ticketing system then it could lead to customers being impatient.
PRACTICE ACTIVE LISTENING AND EMPATHIZE
Empathy is the foundation of support and to be able to do this you have to understand your customer’s concern—what it is and where it’s coming from—through active listening. Acknowledge the problem and give the client reassurance that you will do your best to take care of the issue.
USE POSITIVE LANGUAGE
Words have the ability to create trusting relationships with others and it can also work the other way around. How you use your language would determine the outcome of the call. The use of positive language is all about conveying a message without making the customer feel like they are wrong, they are being rejected, or being declined. It is both helpful and encouraging.
AIM TO COMMUNICATE WITH CLARITY
The ability to communicate with clarity is essential in customer service. Customers want an explanation but you don’t have to give them all the details found in the manual. As you understand their concerns, be clear and concise with your response. Be truthful and make sure you convey to them the necessary information.
BE WILLING TO LEARN FROM FEEDBACK
Before you end the call, do not forget to ask your customers for feedback on your service. If they feel unsatisfied, do not get discouraged. Use the experience as a learning platform to do better. You have to be willing to accept feedback and negative responses. This kind of attitude will take you to a higher level of success.
Treat customer service as the heart and soul of your company. Take a step back and assess if your company has what it takes to cater to inquiries and concerns regardless of the platform, day, and time. Most importantly, check if your team has the needed skills and attitude to deal with your customers especially the irate ones.
NEED HELP WITH YOUR CUSTOMER SERVICE?
We at Forward BPO can help. Whether you need someone to handle after hours answering service or someone to take care of phone, email, live chat outsourcing, or social media inquiries, we have the right person or team for you. Contact us today and our Sales Team will talk to you about our various BPO services.