Section 6.4: Good Communication Skills
The good communication skills in customer care industry are very important to generate return customers, trust, and a solid reputation. The customer service has become so important these days that many business employers are providing proper training to their staff to help them achieve the ability to deal effectively with each customer. A single negative experience can cause great damage to the reputation of the company and deny new customers to the company.
The key components of customer service include essential knowledge, open communication, empathy, and honesty.
Section 6.4.1: On site support
Be punctual to arrive to the customer's site. As soon as you reach the customer's site, you should look for the person affected with the problem, announce your presence, and assure them that you will do all that you can do to resolve the problem.
Next you take the time to listen to the problem. Take in what they are saying and then repeat it back to them to check for understanding. To narrow down the needs of the customer, you should also ask open ended questions relating to how they will be using the item and what they are looking for.
Share the customer's sense of urgency and be truly interested in what they are saying. When a customer look upset or angry, put the customer at ease and build the trust by giving them your full attention and keeping your body language relaxed and nonthreatening. Hostile customers often just simply need someone to vent to about their problem, and are not trying to attack you personally.
Be honest and fair with the customer about prices, extra charges, and product knowledge. Deceiving a customer in any way can damage the business' reputation. If you don't know something saying, "I don't know, but I can find the answer," will give the customer respect and will show that you know people who can help the customer.
Be professional in handling complaints. Accept the responsibility of errors and do not try to pass on the blame. Avoid arguing and solve the problem with little or no conflict. Also avoid using jargons, slang, and abbreviations that customer do not understand.
Maintain a positive attitude and treat the customer with respect. Do not interrupt the customers while they are speaking and do not jump on to solutions without first listening to them completely.
After finishing your work make every attempt to find the user and inform that you are done. If the customer is not found then leave a note for them about the explanation of the solution.
Section 6.4.2: Phone support
The phone calls of the customers should be handled professionally. The name of the company and your name should be announced to the customer.
The communication with the customer should be held at the customer's level of understanding, neither below nor above it.
Take the time to listen to the problem of the customer and don't jump to solutions before the story is told. You should start with the broader questions and then narrow down the questions to understand the problem better.
Do not leave the customer waiting or put on hold for more than 30-seconds while you take time to try to figure out what the problem is.
The complaint should be handled in the same manner as the on site complaint is handled by putting in your best effort to resolve the problem without creating any conflicts.
The call should be ended courteously after the customer is satisfied with the solution you have offered.