9 Steps to Customer Service Happiness (Told in GIF Speak)
By Liz Sherman
About Agent Basics
After working in customer service for a while, you’ll start to pick up on some clear dos and don’ts of the trade. It’s important to focus on acquiring new customers, but even more important to keep them happy and make sure they last. We’ve compiled nine steps to customer service happiness that have worked for us so far, along with humorous GIFs to keep you smiling.
1) Make your new customers feel welcome.
Show your customers that you are excited to have them. Whether it’s through a welcome e-mail, a personal phone call, or a full-blown onboarding process, we’ve found that customers greatly appreciate that extra step that will get them off to a great start with your service or product.
2) Understand their expectations.
Most customers will have certain expectations upon getting started. Make sure that you know what they expect and that you’ve reset any unrealistic expectations. Don’t make a promise you can’t keep down the line—it can result in disappointment.
3) Don’t be afraid to say “no.”
If there’s something the customer expects that you don’t offer, it’s better to be up-front about it. While it’s not easy to deny someone, we’ve found it’s much better in the long run when everyone is on the same page.
4) Be honest.
Similarly, don’t be afraid to say you don’t know an answer to a question. At Placester, we take a community approach to support and are constantly collaborating with our colleagues to get the best answer or solution for our customers. If you don’t know how to respond on the spot, take time to investigate and follow up later. It will prove that you care and that you’re not just brushing off a customer’s question.
5) Listen to their concerns.
When customers express their issues with your product or service, your first instinct may be to jump in and say anything that will reassure them and make them feel better. Sometimes, it’s better to just listen. You’ll find that customers often talk themselves through their problems, or will at least get to the root of the problem by talking it out. Patience pays off.
6) Make it personal.
Customers can be wary of calling into a service line if they have dealt with lots of recordings and prompts before. The same goes for emailing if they’ve encountered automated responses in the past. Make it known that you’re a real person, not a robot. Don’t be afraid to speak colloquially or let out a laugh while dealing with customers. Professionalism is important, but so is making the customer feel comfortable.
7) Be reliable.
Trust is one of the most important elements in your relationship with your customer. If you say you’re going to check on something, check on it. If you say you’ll follow up with them, follow up. Make sure that if the ball is ever dropped, it’s in their court and not yours.
8) Kill ‘em with kindness.
Inevitably, you will encounter an angry customer. This can be frustrating or even hurtful, but try not to let it bother you. Keep your cool and continue to be kind and understanding. The customer might realize they’re being unreasonable or at least feel more at ease because of your calm, positive attitude.
9) Learn from feedback.
Everyone loves receiving praise, but it’s the poor reviews that will let you know what you’re missing. Whether it’s a product issue or service issue, if you’re hearing the same thing over and over again, it’s most likely time to change something. Listen to all types of feedback and learn from it.
Are there any customer service solutions you would add to this list? Let us know in the comments!
Published on March 7, 2014