How to Provide Quality Customer Service

No matter how great your business is, your customers will always remember how your company made them feel. This means that every time the phone rings, you have the incredible opportunity to turn a potential customer into a lifelong client. Whether they are calling with a question or complaint, with quality customer service you can successfully turn an angry customer into advocates for your business. 

But what is quality customer service? To start, it's carefully listening and taking care of your customers’ needs. However, that is just the surface. Below we will break down more favors involved in providing quality customer service:

Nobody enjoys conflict, especially when you are on the receiving end of the angry caller. When deciding how to deal with angry customers, it is important to remain calm and approach the conversation with patience and empathy. Put yourself in their shoes and remember that they are not upset you personally, but about a situation. This will make it much easier to help the customer – even if they become angry or upset.

Every customer is different, and it is very important to understand their situation before rushing in with a solution. This is where active listening can be your greatest tool. By giving your customer the chance to air their grievances, you can quickly and easily solve their issue without any additional anger. However, active listening requires patience, understanding and empathy. Consider mentioning the phrase "I hear what you are saying” throughout the conversation to reassure your client you are actively listening. 

A big part of active listening is conveying to the customer exactly what you mean. It's important to use authentic positive language and stay cheerful so that the customer knows that you are on their side. You can also reaffirm what they are saying by summarizing their main points. By taking a moment to verify their information, you are ensuring that you understand the reason for their call and give them a chance to correct you if necessary. 

Customers really appreciate it when someone sees their problem through to its resolution. However, not all issues are handled quickly and routinely. If possible don't keep the caller on hold for long periods of time, as this can lead to more frustration. Instead, talk them through your process and let them know why you are doing what you are doing. This will show them that you really care about their situation and want to take care of it as fast as possible. 

Not sure if your team has the right customer service skills? That's ok. At Bennett Communications it's our job to provide quality customer service for you! Want to see the benefits for yourself? Contact Bennett Communication for your FREE trial TODAY! Visit www.bennettanswering.com/start to learn how to get a FREE trial for your business.