Customer service is essential in any role that interacts with members of the public. Whenever you answer the phone or deliver an order, you are acting as the face of the company to that particular customer or prospect. The way you handle customers will partly determine whether they do business with your company in the future. So, how can you level up your customer service skills? Try these five tips.
Be Approachable
Make sure your appearance and demeanor are both friendly and professional. Speak calmly, use body language to demonstrate your interest in the conversation, and strive to build a connection with each customer. If you’re wearing sunglasses, remove them before your conversation.
Demonstrate Empathy
You won’t always agree with the customer, especially if they’re making a complaint. However, you should strive to find a way to empathize with how the person feels. Be respectful and validate the concern, then do what you can to rectify the situation.
Use Active Listening Skills
Show your interest in the customer through active listening. Lean in slightly and use body language such as nodding when appropriate. Restate what you believe the customer said and ask clarifying questions. Use affirming language such as, “I understand your frustration.”
Provide Prompt and Accurate Information
Answer customer questions as quickly and accurately as possible. But never be afraid to admit that you don’t know all the answers. Either hand off the customer to someone who does know or say something like, “I’m not sure about that, but I will find out for you.” Then, promptly get back to the person with the correct answer.
Follow Up as Needed
It’s always a good idea to follow up on any customer complaint. Find out if the solution you suggested worked, and determine if the person needs any further support. You can also follow up with those who asked for general information to see if you can assist with anything more specific. It might even be an opportunity to make a sale.
Ready for your next role?
Cardinal Staffing has been matching candidates across Ohio and Michigan with just the right light industrial, administrative, and professional positions for nearly 30 years. With deep roots in these areas, we’re experts on the local job markets. Contact us to learn more, or start searching for your next position today!
