- Business and Employment»
- Customer Service & Satisfaction
Four major sins to avoid in customer services
Lack of Communication skills
Lack of communication skill comes when there are some internal blocks to concentration that can be emotional or ability. Listening is an extremely important communication skill in customer service. Always listen to your customer first pay attention to what he/she says .Make an eye contact with your customer this can be an important signal of your attention.
Look for your gestures too it should be expressive as it can make them feel comfortable. Make a posture facing your customer and look alert. Analyze customer feelings, voice, volume, facial expression and body movement. Mentally summarize what your customers said it will help you in understanding his/her problem or query.
You can ask for clarification if not cleared once but this strategy is only applicable if the customer is not annoyed or fussy otherwise you need to force yourself for concentration. Don’t say anything until your customer finished talking. Once you understand your customer you can solve all queries easily. If you just use this technique your career will be rewarded more professionally.
Lack of knowledge
One of the most important professional ability to do this job will is to keep thorough knowledge of network and services your company offering. If you don’t understand services you can never understand your customer and it can make them unhappy and so it does to you company. Prepare yourself before sitting on desk or dealing with your customer. Collect exact information about services you are going to provide. The real success is in giving best possible service and attention, so that each becomes a regular customer of your company.
Keep your attitude well groomed and professional towards your job. Keep your attitude positive towards this kind of a job because you are going to meet people with different personalities and characteristics every day. Always give your customer a friendly reception and helpful service.
Welcome/Greet you customer at the first and then attentively listen to what he/she says. Make appropriate dialogues with your customer and then examine their query and guide them accordingly. Always wish them before leaving. Never make them feel like ignored it will leave a very bad impression of yours and it can make them uncomfortable and ignored.
Always be there for your customer when they need you is quick and efficient in dealing with your customer. Don’t let them wait for too long this indicates poor service. Avoid leaving your desk without any reason. Some people have this eating habit during works hours that is not acceptable for the good quality customer service. Avoid useless habits during work hours and stay on desk all the time.