Consistency: Your Key To Growth And Success
Why Listening More Will Help You Achieve Success
As a customer service representative you have the dubious honor of being the first contact that most customers will have with your company which makes it extremely important that you demonstrate each and every day that you care about your customers.
This means that your main focus should be making each of your customers feel like they’ve been given complete, accurate, and quality customer service.
This level of service should be reflected in everything from the tone of your voice to the personalized attention given to help meet your customers need.
If it sounds complicated, it really isn’t. There are simple things that you can do make your customers feel as though they have your undivided attention and that you are genuinely focused on their concerns.
Here are just a few helpful tips to help you:
This means that your main focus should be making each of your customers feel like they’ve been given complete, accurate, and quality customer service.
This level of service should be reflected in everything from the tone of your voice to the personalized attention given to help meet your customers need.
If it sounds complicated, it really isn’t. There are simple things that you can do make your customers feel as though they have your undivided attention and that you are genuinely focused on their concerns.
Here are just a few helpful tips to help you:
Master Your Tone
Try smiling in each customer interation to help sound like you're happy and ready toassist. The customer needs to know that a friendly and assertive person is handling their account and willing to help resolve their issue.
Try smiling in each customer interation to help sound like you're happy and ready toassist. The customer needs to know that a friendly and assertive person is handling their account and willing to help resolve their issue.
Give an “I Can Help…” Statement:
Customers want you to feel as though you have complete control of the situation. Making a firm “I can help…” statement serves to validate and confirm that you are the one who can and will help them resolve their issue.
Example: “I will be more than happy to assist you today” “I can help you with your _________ issue.”
Offer An Empathy Statement:
It is very important to sound concerned about your customers issue and one of the best ways to ensure do this is to offer your customer an “empathy” statement whenever necessary. An “empathy” statement is something that you say that demonstrates that you care about what your customer is experiencing, that you are taking the time to acknowledge your customers issue. For example you can say something like “I apologize for that inconvenience” or “I understand that this situation must be very frustrating for you.”
Build Rapport
Another way to ensure that you are making a great first impression is to make sure that while you are addressing your customers’ needs that you try to build rapport by making a human connection with them. This can be done several ways, first by listening to clues your customer gives you or things that are happening in the background, and then by asking open ended questions. Here are some examples of questions you can ask to build rapport. “How is your day going today?” “Is that a baby I hear in the background?”
Customers want you to feel as though you have complete control of the situation. Making a firm “I can help…” statement serves to validate and confirm that you are the one who can and will help them resolve their issue.
Example: “I will be more than happy to assist you today” “I can help you with your _________ issue.”
Offer An Empathy Statement:
It is very important to sound concerned about your customers issue and one of the best ways to ensure do this is to offer your customer an “empathy” statement whenever necessary. An “empathy” statement is something that you say that demonstrates that you care about what your customer is experiencing, that you are taking the time to acknowledge your customers issue. For example you can say something like “I apologize for that inconvenience” or “I understand that this situation must be very frustrating for you.”
Build Rapport
Another way to ensure that you are making a great first impression is to make sure that while you are addressing your customers’ needs that you try to build rapport by making a human connection with them. This can be done several ways, first by listening to clues your customer gives you or things that are happening in the background, and then by asking open ended questions. Here are some examples of questions you can ask to build rapport. “How is your day going today?” “Is that a baby I hear in the background?”
You have the dubious honor of being the first contact that most customers will have with your company.
Don't you think it's time for you to join the conversation and see what everyone is talking about?
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