One of your customers has just said to you, ‘the service here is terrible’ you should say:
Customer Service is one of the most important aspects of any business and if you have a retail business, it becomes even more important.
If a customer has just said to you, ‘the service here is terrible’ you should say: ‘Thanks for your honest opinion’.
That answer will stop the angry customer in their tracks. They were expecting you to resist but by acknowledging their problem, you not only helped them relax, but also interrupted their pattern.
Now, let’s see how we can take this ahead.
You would say something like this: ‘Thanks for your honest opinion, but let me ask you a few things to better understand the situation.
What all did you order here?’
Did you notice, what we did here. We acknowledged the fact that the customer was dissatisfied but we did not acknowledge the fact that the company made a mistake. Instead, we moved to an investigation mode and started asking questions to probe the situation.
Each probing question should be asked in such a way, that the customer is automatically going through the experience once gain but this time, they are seeing the positive turn of events.
(Give us a call on 00971506986164 if you want the full set of questions to turn a negative experience that a customer had and make it into a highly positive experience.)
Ways to Improve Customer Service
Without doubt your customer service team is often the face of your company, and you need to have an extensive customer improvement program in place to train your team.
Strengthen customer service skills
First, it’s important to make sure that your customer service team has the right skills for your managing customers’ needs. Here are some skills that you should be looking for in a customer service team member:
- Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
- Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
- Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
- Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
- Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.