Here are five (5) tips to help you win at customer service.
Tip 1 - Believe in Yourself
Dealing with customers can be unpredictable, as each situation is unique. However, it is essential to maintain a positive and helpful attitude by having confidence in your ability to solve problems. Believing in yourself will prevent you from being intimidated by demanding customers and empower you to assist them effectively. Confidence comes from within and can make all the difference in providing exceptional customer service.
Tip 2 - Be Courteous
Being courteous makes you approachable. Warm and polite face-to-face interactions show humility and reduce combative interactions and stress levels. It also allows for level-headedness when conflicts arise.
Tip 3 - Be Willing To Learn
Always be willing to learn from mistakes, peers, and customers in addition to training courses. Continuous learning improves performance and changes mindsets. When you apply the knowledge gained, you eliminate guesswork and minimise errors.
Tip 4 - Be Ready to Apologise
Apologising can be challenging, especially if you are not at fault. However, apologising can save a relationship between your firm and a customer or client. Apologising fosters trust between you and your clients, which leads to calmer interactions. Examples of apologies include, “I am sorry you experienced difficulties navigating our website”. “I am sorry for not informing you about the delay in your package due to a mechanical issue with our delivery truck.” When you readily apologise, it reduces the number of customer complaints. It can de-escalate conflicts, reducing stress and allowing you to focus on other areas of productivity to win at customer service.
Tip 5 - Manage Stress
Managing stress to operate at your maximum allows you to win at customer service. Unmanaged stress can impact your confidence and productivity and result in increased conflicts. To manage stress, identify your stressors and implement strategies to reduce stress. Managing stress techniques can involve listening to music during breaks, developing an exercise routine, or finding ways to reset after dealing with demanding customers.
Winning at customer service is achievable with practice. Winning involves being courteous, open to learning, apologising, and managing stress – the perfect recipe for mastering customer service.
About the author
Monica S. Creque is a Customer Service Strategist and Goal Success Coach. She founded MSC Consultancy, a company specialising in providing clients with top-notch customer service solutions and coaching services. Passionate about helping others succeed, Monica is known for her ability to motivate and inspire people to reach their full potential. When she’s not working, Monica enjoys baking, reading, and spending time with her family and friends.