5. Know Your Products and Services
In order to help the customer, you must have a deep knowledge of your products and the way they work. It’s recommended that each customer service agent spends onboarding time with a seasoned product specialist so he can ask questions and fully understand the ins and out of the product. This way, you’ll be able to help customers when they’re troubleshooting issues, and you’ll know product tips and tricks you can share to make the product easier to use.
6. Look For Common Ground
Live chat, email or even telephone communication can seem impersonal because you can’t read the other person’s facial expressions and body language. Consumers want to feel connected so look for common ground to make a quick connection.
7. Communicate Clearly
The ability to clearly communicate, both verbally and in writing, is essential in customer service, especially if you are speaking to someone who has a different native language. Answers to your questions should be clear, concise and in your natural tone of voice. Customers want an explanation, but they don’t need to know all the details. If they ask for more details, you can share, but most people want their issue resolved quickly. Always end each conversation with the question, “is there anything else I can do for you today?” so they have one more opportunity to ask another question and you know you’ve done everything you can to resolve the issue.
Also, be sure to communicate hold times if you put them on hold while you pull up their account or talk to your manager. On live chat especially, it’s important that you don’t idle too long.
8. Measure and Analyze Customer Feedback
The best way to understand if your customer service is top notch is to ask your customers. Use surveys to track top customer service metrics individual performance and ask service agent-specific survey questions, such as, “How knowledgeable or unknowledgeable would you say our service team member was?” and “How effective or ineffective would you say the service team member’s communication was?” Once you understand which areas you excel at and which ones you need to improve, you can focus on specific skills.
9. Be Willing to Learn
Tom Brady didn’t learn to be a great football player in a day. It took years of practice and he was even a backup quarterback before he earned the starting position. And now, even though he’s a Super Bowl-winning quarterback, he continues to eat nutritious food, watch game tapes, and receive feedback from his coaches. Customer service is no different and in order to be a world-class customer service agent, you must be willing to work on these customer service skills and learn from your mistakes. If every team member did this, your organization would excel.