Gone are those days when customers used to live at the mercy of discounts or superior quality products offered by businesses. Having possessed the driver’s seat now, the customers expect their needs to met both in terms of product and customer experience. While digital technology has empowered customers to make an informed decision, it has become immensely challenging for businesses to communicate with the customers in a suitable manner. That is why it is significantly important to be aware of the verbal communications skills that customers expect during an interaction.
Making Lives Better: A customer service representative is not only the person who gets to communicate with a customer but also is the face of the brand or business. Understanding the problem of the customers and having the ability to do the needful are essential to success here. Customers communicate with the customer service team because they have come across an issue that they need assistance with. This is the truth behind the customers calling your help desk. If you are in rush to finish the call and go on to the next call, your customer will never feel that you are putting enough effort into solving the issue for him or her. By the time you keep the phone, your customer must feel that at least a problem is resolved and life is easier because of it.
Clarifying Your Perspective: Nothing can be worse than if you don’t make your stance clear. Customer representatives often are not aware of the solution and hence make a prediction that perhaps this problem can be solved in this manner which might not be true. Customers don’t prefer to hear that. Rather they would like you to respond to their queries in the most transparent manner possible. For example, if a refund will take 14 days to be processed, you should never tell your customer that ‘I think the refund has been processed. Let me check it again.’ Transparency and clarity are the key elements that customers expect in a response.
Acknowledge and Educate: Customers might ask for a product that you know will not help them to have their problem solved. The key element to the proper response under such circumstances is the ability to acknowledge and educate. Once you acknowledge the problems of the customer, you will have the opportunity to educate them about a better option. Customers expect the right guidance under every circumstances and you should be able to provide that.
Customized Solution: You should approach every interaction with keenness to solve the issue raised. Nothing makes your customers happy than a customized solution that offers them exactly what they have been in search of. Your matchless customer service skills are much required when you are trying to convince a customer for opting a solution that meets his or her needs yet costs him or her more. Customers tend to be served and valued in the best manner possible. And, hence it is of paramount importance that you solution fits what they need.
No Room for Misinterpretation: It is absolutely important that you don’t misinterpret your customers. You might have a set of belief by now as you have dealt with thousands of customers. But it doesn’t mean that your next customer with the same problem believe in what you believe. During an interaction, customers are always in search of facts and data. You should refrain from making a comment or suggesting anything unless you have a concrete proof on the same. Misinterpretation is the least expected element by a customer during a conversation or interaction.
Be Cordial: Customer expect you to be cordial during an interaction. It should never look like their problem is a burden on you. Some of the most successful customer representatives are able translated smile even though mobile phones. Smiling and an overall cordial attitude can help you to build a long term relationship with your customer.
Help Summarized: Customers love to hear when you summarize the help offered in a supportive language. In order to be able to offer help, you will have to have the capacity to be a patient listener. Once you listen to the problems mentioned, you solve the problem using your adeptness and understanding of the issue. But never forget to thank the customer for calling at the end along with a summary of assistance offered.
Match the Level of Mood: Customer representatives often fail to offer appropriate customer support because they are not able to match the level of mood that the customer is talking with. You can talk in jovial mood with a customer who is trying to explore your product with a calm and nice attitude. While talking to an angry customer, you must take it upon yourself to increase your voice a little so that customer understands that the suggestion is coming from someone who understands the customer’s anger or frustration.
Considerate Tone: It is always wise to use a considerate tone during a telephonic conversation. Many support agents often create a misunderstanding while answering via chat boxes and that is the worst thing they can do to your business. That’s why it is important for you to be considerate while making any form of communication.