Customer service is usually about how you treat your customers and their complaints. Believe it or not, being a part of the customer service industry requires talent, patience, and critical thinking.
You might be wondering, why critical thinking? Well, if a customer calls complaining about your product or service, and you can’t think on your feet about how to tackle the customer, you will only disappoint the disgruntled customer.
There are many businesses and brands that are thriving on good customer service skills, and one of them is Xfinity. Xfinity is the leading Internet Service Provider (ISP) in the U.S. Xfinity Customer Support is not only efficient in resolving internet connectivity issues but also offers 24/7 customer service.
That said, what does good customer service mean? What are some of the most effective customer service practices? With there being a lot of competitiveness in all industry types, it’s become much more important to have an efficient customer service department.
For this very reason, we will be sharing what good customer service means and the practices you should incorporate for your customer service staff.
What Does Good Customer Service Mean?
Customers who have been loyal to a specific brand trust its customer service. No customer enjoys having to communicate with an incompetent customer service rep, because it’s not only frustrating but time-consuming as well.
Good customer service refers to agents who are able to deal with a customer professionally, yet also displaying humbleness. It’s important to understand that when a customer calls in, they believe you can solve the inconvenience they are facing with your product or service.
In addition, good customer service also refers to agents having all the necessary information and understanding of the product and service they are selling to their customers. Let’s look at some customer service practices you should consider adopting for the customer service department.
Understanding of the Company’s Product or Service
This is the most important customer service practice. If the customer service agent has little to no understanding of the company’s product or service, it reflects on the incompetence of the company itself.
In all seriousness, how can the agent resolve an issue when they have no idea where to begin? This is why, as a business owner, it is your duty to ensure that all your employees know everything about the product or service you are selling.
This will further allow the agents to deal with unhappy customers in a faster and more efficient manner. For instance, if a customer calls their ISP complaining about a lack of internet connection, the agent should know how to troubleshoot the connection, and also guide the customer on what they should be doing on their end.
When a customer service agent is confused about the company’s product or service, they are more than capable of dealing with unhappy customers.
Using the Right Channels to Reach Customers
There are many online channels that you can use to reach your target audience. But, does that mean you should be active on all the channels? This is a common mistake that most businesses make.
However, it’s important to be active on the right channels, where most, if not all your target audience is. The first thing that you should do is ensure that your official website is always up-to-date. If you have launched a new product, before you market it on Instagram or Facebook, it’s important for it to be available on the website first.
If your company’s target audience is young adults, then Instagram is a great channel to consider using. You can also introduce a separate Instagram account, just for storm services. This way, your customers can reach you in a more efficient manner, without having to pick up the phone and during the customer service helpline.
Customers want to reach your business on the channel that they are most active on. This will also ensure that both you and your customer have a long-lasting relationship.
Maintain Your Level of Patience
This is the third, yet most important practice that all customer service agents should adopt; having patience. We understand that most of the time when a disgruntled customer calls in, they can be rude and impatient.
That said, it is important to educate your customer service agents that there’s a reason why the customer calls you each time they experience a problem. You are their one-time solution. Even if a customer is in the wrong, you need to be patient when speaking to them.
Ensure that you remain calm at all times, and refer them to the right department. It is also important for you to ensure the customer that you will definitely solve their problem, and keep them updated.
All in All
Good customer service refers to having an understanding of the product/service, using the right online channels, and always maintaining their level of patience. We have shared all three practices in great detail above, and we hope this will help improve your agent communication skills with the customers.