Good customer service is the key to any great business. Customers need to know that a company has their best interests at heart before continuing use of the company’s goods and services. Is the company wholly concerned with the bottomline, willing to sacrifice ethical practices and quality standards if it means they can squeeze a few more bucks out of their target market? Or do they show a legitimate interest in the human beings purchasing their product, willing to engage with them on a personal level and give assistance if that product fails?
It’s important that certain skills are taught in your Customer Service eLearning course when it comes to improving sales numbers. In such a course, here are a few things you might want to cover.
As you might imagine, being a helpful, good listener will naturally cause others to gravitate to you. It comes down to the very basic way we as humans socialize. If you’ve ever asked someone for advice about dating or making friends, a nugget of wisdom you likely heard was:
“Don’t talk about yourself; ask them about themselves, and listen with sincere interest.”
And that fundamental truth rings true for customer service. Being personable and attentive to someone else’s needs is paramount to building a strong and trustworthy business.
Any employee whose job description includes customer service ought to know their product backward and forward. The customers and clients you engage with expect a certain amount of uniformity. They aren’t working from “the inside,” but in their eyes the customer service representative is. To the customer, being on the inside should mean you are up to date with the company’s products and policies, or at least know who to send them to if you aren’t.
When customer service representatives are knowledgeable and resourceful, it keep the customers coming back, because they know the company is reliable.
Let’s be honest: Not every customer is polite or understanding to the person behind the counter or on the other end of the phone call. Every once in a while, an employee may have to deal with a belligerent, rude, or otherwise uncooperative client. Part of customer service training should always include methods to tactfully deal with angry customers and deescalate tense situations. But once those confrontations are over, the employee has one thing left to address: their own mental and emotional health.
For the human brain, being shouted at triggers similar “fight or flight” responses to a perceived physical threat. Adrenaline gets pumping, and the body and mind feel real tangible distress that needs to be addressed. Part of this means growing a thicker skin and learning not to take a customer’s anger personally. But on the other end it means taking a quick moment to yourself to temporarily step back and recuperate. Use meditation or controlled breathing to find some balance to calm yourself down and allow yourself to let that stress go.