The modern consumer is a fickle beast. Due to the nimiety of options out there, they are spoiled for choice, which means that one bad move can result in the loss of a customer. This has made customer care an integral part of company policy. However, as with all things, big businesses have reduced customer service down to a numbers game. How many customers did each Agent talk to, how much money is being spent on training, etcetera.
This is due to the fact that it has been the norm for a long time to look at everything in terms of numbers. Everything has always had to be a science, precise and calculated, every detail followed from a rule book. However, in this brave new world where people are expecting more and more attention from companies, customer service really needs to be treated as an art.
An Agent is paid a salary and there are a lot of customers out there that need support. But the thing that is paramount to good customer service is not how much, it’s how well, i.e. the qualitative side of it rather than the quantitative, and this is where companies should focus their training.
If you are an Agent that spends half an hour talking to a customer, addressing each and every problem, treating them as a person rather than another task that needs to be finished should be praised. You haven’t wasted time; you’ve saved a customer. However, the Agent that is trained to just get the job done, that cares about the problem itself but doesn’t care about the inconvenience it caused is not doing any good in the long run.
These days, everything comes down to customer service, and customer support is a form of customer service.
There are several ways to make your approach to customer service more qualitative as a Agent. For one, try to empathize with the customer. If the customer has a problem, you should try to find a solution to it as if it were your own problem. See the problem through to its resolution, checking up with the customers along the way to make them feel as though their problem matters and will make them more loyal to your company.
You should be able to improvise, as no two customers are the same, even when they have the exact same problem. One customer might know a lot about computers, one might not know anything at all. The same script cannot be used for both.You should be able to improvise, as no two customers are the same, even when they have the exact same problem. Click to Tweet
There should be an importance placed on names. We are living in an increasingly faceless world, and your customer should feel like they possess an identity in your eyes. Don’t just fix their problems for them, offer to teach them a thing or two about the problem itself.
Try to teach them a trick or two that will make them able to handle the problem on their own if it ever happens again. Try to teach them the why, maybe strike up a conversation in the process.
Another very important part of treating the customer well is to always approach your job with enthusiasm. Don’t make the customer feel like they are taking too much time, they are the one that matters, they can take as much time as they need. If you approach your job with energy, your customer would be comfortable with you and you are more likely to fix their problem in its entirety.
This aspect of customer support is often overlooked, as is politeness. Don’t snap at the customer, ignore any mistakes the customer makes and always be patient. If they are taking fifteen minutes to describe their problem to you, let them. If they are happy, you are doing your job, and that’s what matters.Don’t snap at the customer, ignore any mistakes the customer makes and always be patient. Click to Tweet
In the end it’s fairly simple on paper. Treat your customer, not just as a human being, but as a special human being. Make them feel like you have all the time in world for them and they will stay loyal for that. As easy as it is on paper, it is more difficult to apply practically, and companies should really make it a more important part of their overall policy.
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