- Train, train, don’t miss the midnight train!
Keep your employees trained. Having product knowledge is the best way to be confident in your answers. Set up a time to internally train your employees about every aspect of your product. Alongside helping your customers, you will be able to answer questions your co-workers may have. When you can do that, you will be irreplaceable and a great asset to your company.
- Be (and sound) confident with your product.
Put the training that you’ve received into play. Be sure of what you’re saying and if you are not, assure the customer that you are getting the help you need to assist them. If this is the case, train more! Study your product more so you can be a great employee in your company.
- Trick-or-Treat! Treat them with a smile on your face and happiness in your voice.
Talking to a cheerful agent makes you feel heard. Calling in and audibly hearing someone have a smile on their face, makes it feel like you are talking to a friend. It’s hard not to feel like you are putting a damper in someone’s day when you call in with issues, it can be intimidating. Sometimes, hearing that “smile” in their voice helps! If you perfect this tip, the customer will share with their business associates what a kind and well-mannered group of agents your company has.
- Saying “Please” and “Thank You” isn’t just a bunch of hocus pocus.
How often do we really follow this rule? We remind ourselves constantly to be the best you can be by treating people how you would like to be treated. It can change the conversation vibe when the customer hears you have amazing manners. We’ve been taught this as early as we’ve been able to walk, so why not put that into practice at work, with your customers?
- Don’t take scary customer’s comments personal.
When people lash out, it most likely is not you who is the problem. Maybe it is a bug in the system or simply they forgot their password. It is never YOU. Sometimes customers forget this, and they will take it out on the next person they have on the phone. Pause, take a breath before you answer with how you want to answer, and answer how a great customer service representative would.
- Use the frightening feedback to better your customer service skills.
Take into action the criticism your customers have provided you with. We don’t like hearing what we are doing wrong, but wouldn’t it be amazing to prove them wrong and learn how to better yourself? It is a great self-learning experience. Learn to take the negative comments and turn that into a positive experience. Always try to be the best version of yourself!
- You can attract more bees with honey than vinegar! Kill them with kindness!
When you are at work, try to forget all the problems you have outside of it. Whether someone cut you off on your way to work, or they got your coffee order wrong, just breathe and let it go. Customers are already calling in, possibly frustrated, and they are just wanting a solution to their problems. Adding a bad attitude on top of their frustration is a recipe for disaster.
- Make Chitter-Chatter with your customers.
Ask how their day is going! It makes your customer more susceptible to opening about their problem with the product and with you. You may find you have some similar interests with them. It makes it easier to talk to them because it feels like you are talking to a friend.
- Put yourself in your audience’s shoes.
Imagine you have just bought this new item and you have no idea how it works, you will want to pick up a phone and get all the answers right way. Be patient with your customers. Have them read out the problems they have and answer them one by one. Answer with kindness, and if they don’t understand, find another way to explain. They will be very appreciative.
- Keep your employees hauntingly happy.
This one is for management! Treat your employees to luncheons, company activities, and incentives. Recognition goes a long way. We’re so quick to criticize, but too slow to recognize hard work. Take a moment to ask an employee how their day is going, compliment them on their service skills. When an employee feels appreciated, they will start working harder, be completely dedicated, and your company will succeed.