To be good at customer service there are some main ingredients that must be included in order to complete a high-quality recipe. These include tone, phrases used and follow-through. Excellent customer service is not limited to only these items however these 3 are essential.
Add a Dose of Tone
Not many customers pick up a phone and make a call or take the time to type up an email if they simply want to say “Way to go! You’re great!” Therefore your typical contact will have a question or problem. With that said it’s extremely important to be able to gauge and match the customers tone. Upset customer? Our tone should be full of understanding and empathy. Excited customer?Our tone needs to reflect the same excitement.
Mix in the Right Phrases
We can project the right tone, but often miss adding phrases to match our tone. Empathizing phrases that acknowledge the customer’s feelings such as, “I understand,” or “I hear what you are saying,” will go far when they’re frustrated or upset. In addition courtesy phrases such as “please” and “thank you” speak volumes to customers. Also essential are ‘commit to assist phrases.’ These are excellent to use when the customer first states their issue. Respond immediately with, “I can help you with that” or “I will take care of that for you.” These phrases gives the caller immediate reassurance that they’ve made the right decision in contacting you.
Blend Together with Follow-Through
What is this great experience without follow-through? It’s okay to not know the answer or not be able to provide an immediate solution. Just be honest with the customer and let them know you will be in touch when a solution is found. Then be certain to contact them back with the solution… they’ll be tremendously grateful. Following through with your current or later given solution will make or break the entire customer experience.
A satisfied customer gets all three of these within their interaction with customer service. World Class customer service is when we obtain 100% of satisfied customers. 100% customer satisfaction should be, and is an obtainable goal for all of us.