3 Things To Teach Your Employees About Being Better At Customer Service
If you’re running or working in any kind of business, customer service is going to be part of the deal. And while you can use AI powered customer service, there’s always a chance that you or your staff are going to have to interact with your customers or clients at some point. And if they don’t know how to best do this, you could wind up with some big PR issues.
To help ensure that this doesn’t happen to you, here are three things to teach your employees about being better at customer service.
Take The Customer’s Perspective
One of the first and best things you can teach your customer service staff about interacting with customers is to always try to see things from their perspective.
For most people, it can be hard to put yourself in someone else’s shoes. Especially if you have some sort of knowledge that they don’t have—like the inner workings of the organization that they’re calling—it can seem frustrating when customers don’t seem to understand why things work the way they do or can’t work the way they were hoping. But if you can teach your staff how to take the customer’s perspective and show a huge portion of empathy for whatever problem the customer is having, you’ll likely have far more positive outcomes from your customer service calls.
Focus On Conflict Resolution
In most cases, someone is reaching out to the customer service department of your company because they’re having some kind of issue that they can’t figure out on their own. And when this happens, it’s very likely that the customer will already be frustrated that they are needing help in the first place. This means that they will be coming in hot to the conversation, which can elevate the blood pressures of everyone involved.
To combat this, you should teach your customer service representatives all about conflict resolution. Talk to them about using active listening, showing empathy, not interrupting, and being very clear in their communication.
Tools To Use When They Get Stuck
Because you aren’t going to be able to train your staff on all possible customer service issues that they might encounter, it’s vital that you give them tools that they can draw from if and when they get stuck.
In some cases, this might include scripts to recite, procedures to follow, or shortcuts to finding information and policies. With these things in hand, and the support of you as their supervisor, your customer service team should be able to handle anything your customers can dish out.
If you’re wanting to help your customer service staff be better at their jobs, consider using the tips mentioned above to accomplish this for everyone involved.
Neel Achary is the editor of Business News This Week. He has been covering all the business stories, economy, and corporate stories.