The essence of good customer service

Every organisation ensures that it keeps it's valuable and loyal customer happy. They go the extra mile to please their customers, since they are essentially the backbone of every business. Moreover, in the business world it's incredibly important that you retain faithful customers, if you want to sustain growth, especially because patrons are beyond price.

An organisation is noticed by its customer service, so if you provide excellent customer service there are chances of you attracting more of them. However unfortunately if your customers are not happy with your service it can tear down your business.

One of the most fundamental needs of every business is to build a good rapport with its customers, and who is better than a customer support representative who bridges the gap between the organisation and the customer. Moreover, it is the sole responsibility of a CSR to make this relationship last longer if they want more business from their customers, as they provide the revenue for the business.

A CSR is the face of every organisation as the customers only know them and not the CEO or the CFO. CSRs have the power to connect with customers and if you're one of them here are some tricks of the trade that can help you create a lasting impression with your customers, which in turn can ensure that they continue doing business with your organisation.

Wondering how to build a good rapport with your customers? Here are few tips-

Identify customer's needs and wants

As a CSR you need to understand customer's needs and problems when interacting with them and don't blindly focus only on your business. Try to communicate and understand their concerns and give them the solutions that they are expecting you to fulfill. Show them that they are important to you and your organisation. Connect with them on an emotional level when they want someone to listen to their problems.

Here's an example of a CSR being insincere while interacting with a customer.

"Liu there is nothing wrong with your broadband connection, the package you have taken is Smart 399 where the free DSL usage is only IGB. If you are looking for more downloading and uploading capacity then you can take the Fast 599 as the rental is only 599; the speed is fast as you get to download around 8GB."

If you handle outbound telesales, make sure that you understand the customer's requirement from their tone and voice, and first listen to the words they speak before trying to sell them something again. The best approach would have been to state -

"Liu I understand that you are not happy with your current connection, because of the speed and the downloading limit. I suggest that you try another product – our Fast 599, which is of higher quality, gives you incredible speed, and also makes it easier for you to download up to 8GB. Moreover not only does this package suit your requirements it is also cost-effective."

Listen appropriately

Listening plays an important role in customer service, as it assures the customer that you have heard what he or she had conveyed. Furthermore it is also important to ensure that you pay careful attention to what is been said before responding. Active listening gives the customer the confidence that you have understood, which will be further confirmed when you appropriately respond to what the customer had stated.

The best way to assure a customer that you've understood their grievances or request would be to put it back across in your own words, as has been stated below.

"Jack as you were saying that the book you had ordered has not been delivered but some other author's book has been dispatched to your mailing address..."

Let me give you an another example, in an outbound telemarketing environment-
"Jack as you stated, you are looking for an all in one insurance and investment plan for 15 years, with an intial payment of 1 lakh per year..."

As a CSR always make it a point to practice active listening on calls.

Sound reliable when you want to rectify a mistake

Customers only like to do business with an organisation that sounds reliable. Even after a blunder and while trying to make amends ensure that you sound trustworthy and sure.

Here's an instance of a CSR apologising to the customer for committing a mistake.

"Hi Micheal I'm Sandra, the floor supervisor would like to apologise for the inconvenience that has been caused. I do understand your frustration that your problem has not been resolved. I would like to assure you that it can be resolved if I transfer your call to the lead specialist in the technical department, who would be able to diagnose the problem."

Let me give you another situation in an outbound telesales scenario.

"Hi Zara, I'm Jonathan. I would like to apologise for documenting the wrong mailing address, and I promise you that your credit card will be delivered in two to three business days."

Always keep in mind to never make false promises to customers as you will be ruining the revenues of your business. They will never return if you don't show genuineness. Make your customers your admirers by providing a superior quality of service by being nice, friendly and by listening to them.

Use Please and Thank you at every opportunity when interacting with customers as they deserve the respect and appreciation. Get their names right when addressing them and try to educate customers when they sound confused about the product and usage.