Get Your Team to Be Great at Customer Service

Posted July 29, 2015

Customer service remains a vital part of your business’s ultimate success in every industry. Whether you are in the B2B or B2C space, or even both, a happy customer or client usually leads to additional business. Not only will that lead to additional business with that particular customer or client, but they will be more likely to share enjoyable experiences with their partners.

On the other hand, in this social media driven market, word from a disgruntled customer gets around almost instantaneously. The bottom line is the customer-facing portion of your staff needs to be great at dealing with clients – whatever their disposition.

With that in mind, here are a few tips for making your team great at customer service.

A Fast Response Time to Customers Is Imperative

When any issue with a client arises, your customer service team needs to quickly. The customer probably expects any problem to be dealt with immediately, and a member of your staff at least needs to communicate the status of the issue even if extenuating circumstances delay its ultimate resolution. Whether through email, instant messaging, a phone call, or even an in-person visit for an important client, prompt communication is vital.

If any outstanding issue can't be resolved quickly, it remains equally important to keep the customer updated on its status, especially when something unexpected happens to cause another delay. Customers who don’t hear any information or receive any updates will become frustrated and wonder why they aren’t receiving any response. People will understand occasional issues so when those issues take place, being transparent and providing updates goes a long way.

A customer kept out of the loop can become unhappy and spread those negative feelings through word of mouth to their contacts or across social media outlets. Additionally, any B2B clients may need to inform their own customers about any problems caused by the delay.

Customer Service Reps Tend to Be Great Listeners

Attentive listening is a necessary skill for anyone working in customer service. If your organization's work involves technical terminology and jargon, listening and comprehension become even more important. Being attentive and understanding a customer's needs are the first steps towards giving them great service.

Stock answers might work occasionally or for a short period of time. However, truly listening leads to better answers and more accurate resolutions.

Patience Helps When Handling Unhappy Clients

Your customer service representatives need to be patient when dealing with angry clients. Once again, the reps' listening skills come into play as they let the customer vent and blow off some steam. Make sure your staff puts itself in the client's shoes, as this technique helps them to understand the issue from the other perspective.

Empathy in these situations also assists your reps as they try to soothe any frayed nerves. A patient and calm demeanor works well in stressful situations. Your representatives should do everything in their power to keep a level head and not get caught up in an argument with a customer.

Remember your customer service team serves as the front line for your business. Preparing them for any situation and making customer service an emphasis will help everyone succeed.

If your company needs additional insight on building a great customer service team, talk to the experts at Ambassador Personnel. As one of the nation's top general staffing agencies, we offer the great candidates to make a difference for your firm. Schedule some time with us today.