From recognizing your value as a key driver of customer satisfaction, to leveraging the power of your communication skills, your boss understands the integral role that you play as a customer service specialist.
Here are 7 core customer service principles your boss wants you to know:
1.) You can display outstanding customer service in a variety of ways. The Internet and the growth of the e-commerce industry have changed the face of customer service. As a customer service agent, you can excel in your job by communicating in the following ways:
- Verbally: Speaking clearly, slowly, and with a pleasant tone of voice is vital to your success as a customer service representative. This is the case regardless of whether you work at a call center or interact with customers face-to-face.
- Messaging: The increased use of live chat and texting is convenient for customers seeking prompt assistance with questions. While texting and chatting may lack the formality of a formal letter or meeting, you still need to address the customer in a proper and polite manner.
- Written correspondence: Customer service representatives use letters and e-mail correspondence to explain policies, resolve problems, and address claims.
2.) Providing outstanding customer service is a rewarding experience. Offering customers top-notch service does more than delight your customers and boss. Excelling at your job as a customer service agent can be highly rewarding for you. Here are a few ways that you’ll be rewarded through your achievements on the job:
- Resolving customer issues can bolster your self-esteem
- Developing problem-solving skills that are applicable in other areas of your life
- Earning a raise and/or bonus as the result of your accomplishments
3.) You play a critical role in the customer’s experience with your company. As a customer service representative, you’re serving as the company’s voice. Providing excellent frontline service to customers is a key way to produce high customer satisfaction levels. In this sense, you play a very valuable role in determining whether customers choose to return to your employer or take their business elsewhere. As you interact with customers, remember that they’ll often think of their interaction with you when describing their experience with your employer.
4.) The way you address customers can set the tone for their overall experience. Failure to properly address customers can cause them to feel offended or undervalued. Even the smallest of mistakes can drive finicky customers into the arms of your competitor. Here are some ways to start off on the right foot when interacting with a customer:
- Always make sure to pronounce the customer’s name correctly during verbal interactions
- Ask for clarification, or use an online name pronunciation tool if you’re unsure about the pronunciation
- Follow company protocol regarding the use of salutations
- Greet customers by name as you initiate communication
- Address the customer by name sporadically throughout the conversation
5.) It’s okay to ask for help. Sometimes you’ll face a complex situation that may require the expertise or input of a supervisor or manager. One of the best ways to know when you should seek management support is to actively participate in ongoing training, and take special note of the situations that would warrant the need for supervisor intervention. While the criteria will vary based upon industry, you should enlist the help of a manager if a customer threatens you, or if your efforts to resolve a problem with a customer fail. You shouldn’t be shy to ask for job performance feedback.
6.) Taking training seriously will dramatically improve your job success. If you sleepwalk through customer service training, you’ll miss out on valuable strategies for succeeding in your job. Customer service specialists should take advantage of every single training opportunity because there’s always room for improvement. Specifically, training will provide you with the following skills:
- Establishing a good rapport with a new customer
- Strategies to handle difficult customers
- Emergency procedures
- Problem-solving skills
7.) You are a role model for your peers – particularly new employees. Whether you’re a seasoned customer service pro with decades of experience, or a new representative who just aced their 90-day evaluation, you need to remember that you’re serving as a role model for others around you. Your peers (especially new hires) are looking for direction on how to behave and handle stressful situations. Resist the urge to use profanity, complain excessively, and argue with difficult customers or colleagues. Instead, make every effort to maintain a positive attitude, exercise patience, and communicate any issues with your boss in private.
To Sum Up
Your boss recognizes that you’re an invaluable asset and that you’re a key driver of customer satisfaction in their business.
By being aware of these 7 core customer service principles of excellence, you can help your employer in their quest to deliver a quality customer service experience.