People can see right through it – and, don’t forget that they have access to Google to back up your claims! For example, if you work in travel, you can offer a higher level of service if you’ve personally visited the places that you’re trying to sell, rather than trying to blag your way through a sale. The more you know, the more confident you will be and, therefore, offer a better service. If you’re not sure, admit it and reassure the customer that you will find out what the solution is. So, if you’re wondering how to improve your customer service skills, always think before you speak so you aren’t misleading any customers. This miscommunication has given you a bitter taste and you won’t return to the garage again because of the broken line of communication. You then go to pick up the car and pay for the service and notice a charge for an oil change. Communicate ClearlyĬlear communication is the pinnacle of great customer service.Ĭonsider this little scenario: you’ve gone to the car garage to change your tyres, you’ve asked if they have time to check your oil and they’ve advised that they’ll include it in the service. In this case, you should be able to find a way to shift to the new way of working. This is also relevant to learning new processes – you might be used to completing a task a certain way, but your boss has new methods in place which you need to follow. You can’t just fob off a customer to another department because you don’t know how to deal with the issue. No two customers or scenarios are the same, and you need to know how to quickly adapt to new circumstances. After all, if you were a paying customer, you would expect just that! 4. No matter what your mood is, you need to be consistent at all times and offer the same level of service. It could also mean that you’ve lost the company a loyal customer – and a regular tip for yourself. This inconsistency not only damages your professional reputation but also that of the company you’re representing. You’re generally pleasant and would brush off any negativity, but today you’re just not having it – so you snap, stoop to their level and return the same kind of rudeness. You’ve woken up in a bad mood and arrived at work to face a difficult customer first thing in the morning. You must be able to offer them your time instead of allowing them to leave with a bitter taste in their mouth. You’ll find yourself in many instances where customers are confused and will need time to understand the solution. You may have a long queue at your checkout desk where a customer is taking a long time to pack up and move on, but you can’t be rude and hurry them along so you can serve the next customer. Patience is key when it comes to busy working environments. Instead, try to empathise with your customer – put yourself in their shoes and try to understand where they’re coming from and why they’re so angry. Your initial reaction might be to tell this angry so-and-so where to go but you realise that this would be wrong – one, because you’ll most likely lose your job and, two, it’s simply poor customer service. If you’ve worked in either the retail or the catering industry, you’ll understand the frustration of an angry customer storming over at you to give you an earful – all before you’ve even had the chance to mouth the words ‘can I help you?’. To find out what it takes to provide the most exceptional customer experience, read our 16 essential tips. It’s about building a brand, a good reputation and the necessary skills needed to deliver an outstanding service. In today’s digital age, though, customer service expands to so much more than simply agreeing with your client and telling them they’re right (when, really, they aren’t). If you work in a customer service role, I bet you’ve heard the phrase ‘the customer is always right’ one too many times and rolled your eyes - knowing that it's 100% true!
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