Just because your brand offers 24/7 customer service doesn’t mean that the customer service is exceptional. Of course, it is where most brands fall short in. Customers who make the effort to reach out to brands will always be able to tell the difference between above-and-beyond or sloppy service. Why there is a need for such a discussion is because;
- Most customers believe the customer experience to be the top consideration in their purchasing decisions
- Customers find customer service experience to be more compelling than marketing
- Customers believe that brands should work on improving their customer service
- Customers are prone to leaving their favorite brands after one negative experience
Brands do need to make sure that customers face no inconvenience when reaching out to them for any queries. Comcast Xfinity has multiple channels of communication for customers through which they can reach out to Xfinity customer service. Facebook users can connect with Xfinity on their Facebook page, whereas Twitter users can tweet at the Xfinity Twitter page. This availability of multiple channels makes it easier for customers to communicate with the brands.
But there is more. Brands have to do more, which is why the following are some of the customer service qualities that your brand representatives should adopt
Good customer service always starts with respect for your customers. During customer interaction, the support reps should keep in mind that every customer is a person. They deserve a personalized experience and ease of access. Reps should use the customers’ names, thank them for patience and keep their own emotions in check, even when the customer starts to get worked up. Reps should make it as easy as possible for customers to reach out to them for any issues or concerns.
Practice Active Listening
This is one of the most important qualities that your support reps should have. It requires an understanding of what the customer is trying to say, or not saying at all. This can only be made possible when the support reps dedicate time and attention to hearing out their customers. Active listening by the support reps shows the customers that you are concerned for them and their issues about your products or services.
Your customer service reps should also practice empathy and emotional intelligence. It means putting themselves in the customers’ shoes and making an effort to understand what emotions they are experiencing. For instance, their shipping being delayed can cause them stress and emotional dilemma. During their interaction with the customers, the customer support rep can demonstrate that they care about their feelings and do their best to not dismiss their concerns.
Along with actively listening to their queries, it is equally important to use the right approach to respond to customers’ queries. Adopting exceptional communication skills will allow your customer support reps to be able to speak clearly and articulately, providing just the right information to your customers along with asking the right questions.
Another quality that should be adopted by your customer support rep is a positive attitude paired with an empathetic approach so that your customers’ worries are not dismissed. Customers appreciate a warm and approachable demeanor from your customer service reps, which lets them know that they can share any queries that they might have about the brands’ products or services and not have them ignored.
Knowledge about Product and Service
Your customer support reps should have in-depth knowledge about the products or services that your brand is offering. When customers reach out to your customer support reps, they don’t want to communicate with a support rep who is clueless about the products or services they are. Hence, your customer service reps should know everything about your products or services. And being armed with such essential information will help them to successfully and expediently understand your customers’ queries.
In short, just having the customer service department won’t solve all your customers’ queries and help you gain a loyal customer base. Your customer support reps should go through proper training and procedure, adopt a speaking and listening manner, and have in-depth knowledge about the products or services to be able to retain customers for the success of the brand.