Customerthe response should be experienced in the same way regardless of whether you metr people live or if that takes place by telephone or digitally via chat or email. In order for the customer to experience customer service and the treatment received similarly, there are a few things that you can keep in mind. This will be e.g.very important i the digital ones client meetingthem, where dyou might just haver voice or the keyboard sum total.
- Be active in the dialogue – Create dialogue strategies, based on various matters and channels, so you can ensure that you are able to be helpful by steering the dialogue and acknowledging the customer.
- Be objective – Do not impose your own judgement on the customer’s issue; instead, confirm that you have understood their situation by summarising it and asking whether you have understood it correctly. This will prevent any unnecessary misunderstandings and enable you to help the customer.
- Show empathy – Show empathy towards the person who is contacting you. You can show empathy and acknowledge the customer by using phrases such as “I understand” or “I hear what you’re saying”. This helps to build trust and makes the customer feel that you are listening to them.
- Take responsibility – By speaking in the first person rather than saying that someone else will do it, you show that you are taking responsibility for what the customer needs help with. For example: “I’ll sort this out”, “I’ll ring you” or “I’ll make sure customer support gets back to you”.
- Focus on the solution and stay positive – Focus on how the problem can be solved, rather than on what has gone wrong or isn’t working.
- Be well prepared – Be well prepared even when you’re asked a question you don’t know the answer to. Have a phrase ready, such as ”That’s a good question; I’ll look into it” or ”Thank you for letting me know; I’ll make sure the person in charge is informed”.
- Find out if the customer is satisfied with the solution - Always end the call, chat or email by asking if the issue is resolved and if there is anything else you can help with. For example, by asking “Is there anything else I can help you with?”. This opens up for feedback and gives you an opportunity to improve.