It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company.
Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also a range of tools that increasingly facilitate contact between consumers and businesses.
Given this scenario, the support agent has become a key player in the companies, after all, who speaks directly to customers / users is you and depending on your performance, can reverse a situation of an unsatisfied customer and also make it loyal.
You are the professional who can bridge the gap between what customers want and what your business can offer.
Check out some tips to make your service even better and go home with the satisfaction of accomplishment.
Enjoy technology to exceed expectations.
Explore the functionalities that service software offers at your fingertips: knowledge base, complete customer history, service center shared with other departments, management of the resolution deadline, etc.
If you use the features appropriately, the customer may be surprised at the efficiency, agility, and care provided to solve the problem.
That way you can win the customer and even stand out in your company!
Offer the fastest solution to your customer
For good and evil we live in the internet age everywhere, at the speed where everything is “for yesterday”.
And your customer is no longer used to waiting for an answer and waiting for an immediate solution because that’s how things work today and the dynamic attendant is ready for it!
A good tool to help with this process is the customer history stored in the service software. Demonstrating that you know your customer can make all the difference.
Sincerity: transparency is key to good service
If you haven’t understood the client’s situation or proposition, be sincere and ask the story to be repeated.
It is best to be very attentive, but if the person on the other side has not been very objective, it is important that everything is clear so that there is no misunderstanding.
Still in the question of sincerity, the employer must recognize when the solution of the problem is not so fast or easy and it is impossible to consult someone at that moment.
You should always look for a solution and return as soon as possible with a response.
Calm: the solution should come without major stresses
Not all customers / users will be in a good mood or educated, in fact if they are upset because of a problem that the company caused them, there is no way to get the reason of a dissatisfied.
It’s up to you to act calmly and always be patient, to provide good service, but never tolerate a lack of respect (read this chat about dealing with aggressive customers in the support).
Proper communication for good customer service is not just about using the right words or applying a grammar of excellence (though essential details), but about speaking the customer’s language at its various times and circumstances.
- Words or technical expressions to people with little degree of instruction on the subject;
- Do not cut the pronunciation of words: be clear;
- Avoid transmitting uncertainty;
- Intimate treatments;
- Diminutives, gerunds, slang and regionalisms;
Do not make promises you can’t keep
This is a motto for any circumstance, especially when it comes to complaints.
The client wants his problem solved and all he wants least is to have false expectations. Through the service software, you can set a return time for it based on the type of occurrence versus time resolution already recorded in the database.
So do your best, anchor yourself in the support tool you use and do not promise what you can’t keep.
Answer the customer in a timely manner and make yourself available for the next steps.
This tip is worth both the first contact made by the client – using the resources already mentioned – as in later returns.
In the latter case, you can create alerts in the system to warn you about the status of the situation or when the deadline is close to expiration, so you can follow the process and comply with the agreement
To deal with the large volume of calls is essential to have the best technology as an ally of your work.
By mastering it, knowing how to use it in your favor and the people you serve, you will have many growth opportunities in your company and will be recognized for efficiency and competence.
If your company does not already have Milldesk, one of the best Help desk / Service desk management software on the market, it’s easy to talk to your manager and start using today the system that is revolutionizing customer service in many companies. Try it!.