![]() ![]() This isn't about not cursing in front of the preacher who comes in for an oil change every three months. or you might find that your customer service habits are too insincere to pass muster with your loved ones. You might find that your behavior at home wouldn't stand up to professional standards for treating your customers. Use active listening, and transparency, to interact with your family and see what happens. Work-life balance is important to both your health and your performance, but it can pay to come home one day and apply your customer service rules to your interactions with your family. but always make sure the next thing you say is how you plan to find out. To provide excellent customer service, you have to be willing to say “I don't know….” That transparency and authenticity can appear like magic when you admit you aren't omniscient. This touches on hanging a lantern on mistakes. Instead, admit it by saying, "I don't know, but here's what I'll do to find out." Then set a time to get back to your customer with an answer. It's tempting to make something up or take your best guess when somebody thinks you're an expert, but it's a mistake. Active listening is one of the most important tools to make that happen. The customer wants, more than anything else, to feel listened to. It's not enough for the customer to always feel right. Summarizing: Finishing a conversation with a quick summary of the most important points ensures that everyone's on the same page.Reflecting Feelings: Using phrases like "that must have made you angry" or "you seem pretty excited about that" demonstrates empathy and shows that you're paying attention.Paraphrasing: Rewording what a customer just said to confirm you understand.Clarifying: Asking questions to make sure you understand a customer's ideas.There are four components to active listening: There's an expression: "Listen, don't just wait for your turn to talk." Too many customer service interactions, especially those run by scripts, fail to heed this advice. Admitting a mistake while simultaneously showing what you did to fix it gives both of those things. But this century, people want transparency and authenticity. This is one of the most counterintuitive ways to provide excellent customer service, because the habit for most of the history of branding has been to project a reputation of flawlessness. If you call out your mistakes-and what you're doing to fix them-instead of hiding them, you'll demonstrate your honesty and gain trust. The term comes from writing, and is part of maintaining willing suspension of disbelief. This is the practice of pointing out a problem early on to help people accept it without undue emotional involvement. It keeps the customer service session from veering off into other stages like "insisting you're right" and "taking unnecessary abuse." 3. Problem-solving with the customer so she feels agencyīy remembering and working through these steps, your team stays on track even during the most embarrassing mistake. ![]() Refocusing the conversation onto creating solutions.Acknowledging the problem to show you care.Controlling the situation so further ill will is prevented.This customer service tip is a process for handling complaints and problems that helps you heal a damaged relationship until it's stronger than before the problem happened. Sometimes, “the customer is always right” rears its head so you have to apologize for doing the right thing. But if you find points of commonality and have a sincere conversation around those points, it builds legitimate connections that turn customers into friends and fans. The customer wants, more than anything else, to feel listened to.ĭone wrong, this feels like a used car salesman trying to “build rapport” so he can unload a lemon on an unsuspecting victim.
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