25 Jun 7 Good Habits that might Win you Best Customer Service Representative Award in Your Organisation
7 Good Habits that might Win you Best Customer Service Representative Award in Your Organisation
Being a part of the service industry can be quite a challenge given the unpredictability factor involved when dealing with people and the weary nature of the work itself. Add the competitive environment at the workplace and that is enough to take a toll on the best employees.
How do the folks who get the name and picture up on the wall for Best Customer Care employee of the month do it? A Customer Care Service Course can help but is not the only way. By inculcating the following tricks into your daily routine, even Mr. Grinch could be the next winner of the best Customer Service Rep award.
– This cannot be reiterated enough. Whether you are talking to a customer on the phone or talking to him in person, a smile goes a long way. A smile can be heard in the voice when you are speaking. Additionally, when you smile it helps to give your mind a boost of positivity when you are having a bad day. It really is a powerful tool and the best part about it, it is free, free, FREE.
2. Be an Active Listener
This is important and easy to do:
- When dealing with a customer, ensure you fully comprehend his request or query. Ask questions if necessary and do not assume.
- After which it will be paraphrased back to the customer for confirmation.
- Inject empathy into the conversation and genuinely respond when expressing a remark (e.g. an apology while dealing with a complaint). This shows you were paying attention.
- Before signing out, sum up the whole conversation to ensure the customer is on the same page as you are.
3. Best policy: Honesty
If you don’t know the answer to the customer’s question, tell him as much. More often than not, the customer will understand.
If you say you will call back, they expect you to. So, call back.
If you have made a mistake, own up to it.
4. Under-promise, over-deliver
This speaks for itself and it is compelling. No lofty guarantees that cannot be maintained. Go the extra mile for your clients and reap the lasting benefits
5. Small v/s Big Picture
Think big when dealing with customers. If the request is out of the ordinary, don’t be brusque and say it cannot be done. Instead, let them know you will get back to them after discussing it with management (don’t forget #3).
6. It is Not Personal
It is important to remember an irate customer is capable of saying hateful and unkind things which should not be construed as a personal attack. Be gracious and professional when dealing with a customer at all times. Instead of lashing back, which is a strict no-no (even though you may really want to), take a deep breath and follow the company protocol of escalation.
7. Be Nice with the other Worker Bees
Maintain a healthy camaraderie with your colleagues. This promotes a harmonious work environment which could serve as an outlet when dealing with the less pleasant customers.
These habits, once ingrained, will make a difference to your personal life as well. Particularly #1.