As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up on a car rental or restaurant reservations, hotel accommodations, or purchases from online stores. Regardless of the reason, we need to ensure we are providing exceptional customer service during this holiday season.
Follow these principles to surprise, delight, impress – and retain – your customers:
Keep in mind that the caller on the other end of the line is a real person, not just a faceless customer. Customer service employees should be kind, genuine and sensitive. They should speak to customers how they would speak to people in real life, rather than simply reading from a script. Use the person’s name when talking to them, and treat them like the individual they are.
When you’ve been in a call center all day answering phones, it can be tempting to tune people out. But you can’t help people if you’re not taking the time to listen carefully to their problems and fully understand the situation. If there’s something you don’t understand, ask rather than making assumptions.
Of course, dealing with angry or upset customers is not fun but there are ways to diffuse the situation. One of the best strategies is mastering the art of the apology. When a customer has a bad experience, sometimes all it takes is a genuine apology to calm them down. Offering an apology is not a difficult thing to do, and it goes a long way in making the customer feel better. In many cases, a simple and genuine apology can turn a contentious conversation into a pleasant one.
Put Yourself In Their Shoes
An apology is not enough without genuine empathy, however. You can apologize all you want, but it won’t resonate unless the customer believes you truly sympathize with their situation. Always put yourself in the customer’s shoes and express to the customer that you understand their frustration and would feel the same way.
Educate Your Customer
If a customer doesn’t understand your policies, procedures and rules, explain them clearly. Sometimes a customer is angry or upset because they don’t understand why a certain decision was made or a particular charge was incurred. If you don’t have a logical explanation for a decision that was made, work with the customer to come to a resolution. That’s a good indication that the decision was unfair.
Fenero is a leading provider of cloud solutions for contact centers. Based in Miami, Florida and headed by CEO Marlon Williams, Fenero helps companies to lower their contact center costs, increase agent productivity and create an exceptional customer experience through its flexible, reliable and scalable cloud contact center solution.