Learning the Business of Customer Service11:37 AM
I have dealt with a lot of people for years already as part of my job as a blogger; meeting and associating with many people is absolutely sensibly interesting; but dealing with these new acquaintances are far better than those I deal with today. Jumping in to this new journey for months now gives me a big leap in dealing life.
Being a contact center agent gives me the opportunity to serve people over the phone. Solving problem and assisting whatever the enquiries are. Nonetheless, not all the times it’s with smooth sailing callers because most of them are just outrageously irate. And you have no choice.
Having to deal with angry and upset customers is by a long shot one of the most noticeably awful accountabilities we should face on an everyday premise in the realm of sales and business.
Be that as it may, this responsibility, like so many others we must face on a daily basis, just comes with the territory.
Clients get to be furious for a wide range of reasons. Some are real reasons. Some are most certainly not. In any occasion we must defuse the circumstance. Here are a couple of tips that I learned myself on how you can calm your customer down and put them at ease.
1. Give them a Good Tone
Since you're not managing up close and personal, a viable element of voice in conveying your message is a standout amongst the most critical component furthermore the most crucial. Just like showing a body language, action speaks louder than words, but on this case, how you say it is better than the words you’re using.
Your voice must be lively yet placidly in tossing your words, yet it must went with right words and phrases. Do not interrupt when the customer is talking, listen carefully and don't be excessively commanding in giving your statement. However, before doing so, have at least start a conversion with a good greeting and introduce yourself.
This strategy is by a long shot the most ideal approach to start any discussion that can possibly be made a huge deal about.
2. Understand and Apologizes
It is easy to identify whether the customer is not in the mood by just listening to their talking, as a customer service representative, you should allow your customer to vent and apologize after on behalf of your company for the way they have made them feel, or for the inconvenience they have been put through.
It truly doesn't make a difference if your customer is correct or wrong, by apologizing to your customer you are being sympathetic to their circumstance. This gives the customer the inclination that you are on their side.
Keep in mind, when a customer has an issue, what they need more than whatever else is for somebody to listen to their issue and have an understanding of where they are coming from.
3. Present the Solution
Before jumping to conclusion, just make sure that you already understood the problem and able to identify what the solutions are and present it well to your customer. Assure to your customer that the problem will be resolved and will not going to happen again.
Never at any point leave an issue uncertain. This may bring about in making an extra issue. Fix it right away so that no time will be wasted.
Remember, time is very vital in every business and dealing with people should not focus in dealing with problems. So however much as could be expected, the working vibe ought to be certain for the advancement of everybody.
Bottom-line, never take a customer complaint personally. Act as your customers advocate, and you will always prevent a bad situation from escalating.