customer service skills

Knowing how to deliver excellent customer service skills is one thing, but actually applying them is another. The first step to improving your customer service skills is understanding what they are and why you need them.

10 Ways To Improve Customer Service:

1. Be prepared to get active

If you’re responsible for helping customers, the chances are you will be on your feet quite a bit. Make sure that you dress appropriately and wear comfortable shoes so you can keep up with your shift.

2. Get to know your product or service

Understanding what each customer has bought lets you resolve issues more efficiently and quickly. You can also offer useful advice on how to get the most out of their purchase.

3. Never underestimate people’s intelligence

Most customers are reasonable and will understand if you’re unable to help them with their enquiries, but don’t patronise them by making assumptions about what they know or telling them things they already know. Instead, ask open questions to avoid this.

4. Use positive language

Remember that how you speak to customers plays a big part in their satisfaction so choose your words carefully. Avoid using negative language like ‘can’t’, ‘won’t’ and ‘no’, which could be interpreted as meaning you won’t help them. Also, try not to swear at customers even if they’re rude to you.

5. Be polite and friendly

You may not want to be friendly to a disappointed customer, but the chances are that they’re having a bad day and need some support from you. If possible offer them something like a free drink or snack as well as an apology for their inconvenience.

6. Look for the positives

Even if the customer is angry or upset, you should always try to focus on something positive about their experience. This will help to calm them down and maintain a friendly atmosphere at the same time.

7. Listen carefully

Listening well, means that customers feel like they’re being heard in their problems and complaints instead of just being told what to do. Even if you can’t help them, offer solutions to their problems by talking through the options available to them instead of ignoring them or walking away.

8. Check your understanding

It’s always good practice to check your understanding of the situation, especially if customers are frustrated with their experience and maybe not making much sense when they talk to you. Ask them to repeat anything that you didn’t hear and then paraphrase what they’ve said so they know you have understood it properly.

9. Apologise for any errors or mistakes

If something has gone wrong, don’t take all the blame yourself – apologise even if it’s not your fault and explain how you’re going to resolve the problem. It helps customers feel better about their situation and can often stop them from being so angry or upset.

10. Respect your customer’s privacy

Remember that what a customer tells you is confidential and should not be shared with anyone else without their permission, even if it means missing out on a sale. If a competitor finds out about a customer’s complaint, it could be the end for your business.

You can’t guarantee that you won’t make mistakes as a member of staff, but you should always try to learn from them so they become less frequent. This will help improve your customer service skills and give customers an improved experience each time they come into contact with you.

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