One
of the most important things in developing a great customer
service department is coming up with
great technical skills for all of the customer service agents to
know. In order to provide great customer service it is advisable to
get to know who your customers are and what their likes and dislikes
are. Therefore the issue that must be addressed first is what kind of
products or services you offer and what type of customers will be
purchasing them.
Take
for example that you work in a store which sells baby products. Your
customers will be young couples especially young women who are
expecting a baby or who already have children. They will be looking
for qualitative baby products which they will expect to be of the
highest quality and safety. Therefore you as the customer service
agent must know all there is to know about your baby products, must
be able to advise the customer if she doesn’t like one product to
choose another similar but better product and so on.
Be
aware of all the company policies concerning product repair, return,
or exchange. Remember that the customers are depending on you to help
them and you want to be confident that you can resolve their problems
in as little time as possible.
Customer
service agents must have the skills to be great conversationalists,
great listeners, and great problem solvers. They must also be people
friendly, diplomatic and know how to take control of a situation.
There are customers who can be difficult and angry and the must be
dealt with care and appeased and calmed so that their problem can be
solved in as short a time as possible.
There
is nothing worse than having an angry customer yelling at you in
front of other customers waiting their turn. If you as a customer
service agent cannot diplomatically calm the customer who is
complaining then the other customers will most likely decide that you
won’t be able to help them either. In other words the situation can
only get worse. So service with a smile and you will have many happy
and satisfied customers who will be willing to come back time and
time again knowing that if problems arise they will be resolved by
competent customer service agents in no time at all.
To
be sure that your customers are satisfied make sure you get feedback
from them and if there are issues to be taken care of then be sure
they are addressed right away. Keep in mind that satisfied customers
not only return but they pass the word on to family and friends who
in turn also come to buy your products or make use of your services.
Get your customer service agents technical skills sharpened and you
will have a customer service department which runs smoothly and gives
all of your customers’ satisfaction and they will appreciate you
for it.
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