by ethosplc | August 14th, 2018
It is important that your customer service agents are able to communicate effectively with customers who are experiencing a problem or have a question.
In this article, you will learn 7 must-follow rules that will help your customer service agents communicate effectively with customers.
1: GET RID OF THE JARGON
Someone who is calling for help or clarification probably doesn’t know the industry-standard language surrounding the product. Simplify communication by using words everyone will understand. This will eliminate confusion.
2: USE NAMES TO BE PERSONABLE
To make a great impression, customer service agents should address customers by their first or last names. This gives the customer a feeling of support and makes them feel as though they are getting advice from a close friend.
3: BE AWARE OF EMOTIONAL RESPONSES
When calling for customer service, many people tend to be upset about a problem they may be having with your product or service. Be careful of the words you use and avoid negative or accusatory language, as this can cause the customer to lose trust in your brand.
Instead, apologize and be as kind as possible.
4: DON’T INTERRUPT
Because many of these situations cause emotional responses, be sure you wait for the customer to finish their sentence before commenting. When you interrupt, it makes it seem as though the customer isn’t as important as your time. This will result in negative feedback and hard feelings.
5: LISTEN UP
Also, be sure to actively listen when you are on a customer service call or chat. If you miss something that was said because you were doing another task, it can frustrate the customer when they have to constantly repeat themselves, that’s why it’s really important to give them your undivided attention.
6: MAKE SURE THEY UNDERSTAND
Whenever you’ve given customer service advice or instructions, be sure to check in with the customer to make sure they can understand your instructions. Sometimes, you may spout out the instructions too quickly, and the customer may end up being lost or unsure if they heard you correctly.
7: ASK IF THEY HAVE ANY MORE QUESTIONS
Before you end the call, see if your customers have any other questions about your product or service. This could save them from calling in again or could reveal another problem they are having that they need help with.
Retaining customers is becoming harder day by day, that’s the reason why creating effective customer service strategies is really important. Implement the above mentioned seven rules into your customer service process for a flawless customer service experience every time.