How did the staff communicate with their customers?
Answers
Answer:
Patience is a must
A customer reaches out to you when they are unsure, confused or have a grievance. He may, sometimes, be angry because of miscommunication or because he feels that he has been treated unfairly. Many-a-times, a great deal of patience is required just to understand the problem, let alone offer a solution. But, in the end, being patient will make you a winner. Be patient and capture the finer details; keep in mind that great service is better than fast service.
Accuracy of information is key
The turnaround time for any service that is communicated to the customer must be the same across all levels and departments. It is the responsibility of management to ensure that staff is communicated accurate turnaround times, which can be used to set the customers’ expectations. Any disparity in this will definitely lead to an unhappy customer.
Proactive approach always delights customers
When a customer has called you to get an issue resolved, it is possible that the resolution takes more time than required. In such situations, when you have a customer waiting for your response, be proactive and keep the customer informed of the progress rather than have the customer get in touch with you time and again for an update.
Also, isn’t it a good idea to have some FAQs put up on your website instead of get the customer call you with queries?
Attentiveness helps
While attending to a customer complaint, if you happen to miss out any important details, it would just aggravate the situation. So, block out the noise and focus entirely on the query at hand; have a pen and paper handy to help you make notes.
Avoid interrupting
When customers are complaining or telling you the events that led to their disappointment, do not interrupt. You might have heard the same lines before and you might think that offering a quick solution would make for great customer service. However, interrupting customers actually upsets them and makes them feel less valued.
Know your product/service offered inside out
Customer queries can be anything under the sun, but mostly they related to the product/service your brand offers. There is no excuse for an employee to not be aware or well versed with the products/services that his organization offers. The management must ensure that all the employees are trained effectively for the same.
Honesty works every time
In case you are not aware of any aspect of the details that the business has to offer, tell the customer you will get the exact information for them. Don’t wing it by saying ‘I think…’ or ‘It could be…’. This sort of communication will create doubts about your organization and your brand.
Also, if resolving an issue is going to take longer than usual, communicate that to your customers transparently. Most often, customers are angered because their expectations are not set right. Also, it is a great idea to communicate the process that you will follow to resolve the issue. This awareness will make the customer more confident and less irate.
Active Listening and acknowledgements do wonders
Your body language speaks louder than words. When customers are communicating with you, they should not feel uncared for. Make sure you actively listen, ensuring that the customer doesn’t have to repeat himself. Also, ensure that you acknowledge the customers’ messages by using positive words. Give them the confidence that you are around to help them and that you will find the best possible solution for them.
Analogies help in getting your message across
If you feel that the customer is finding it difficult to understand your solution, then convey the message with an analogy. Use non technical terms and put it in simple language.
Explanation:
- To communicate with customers, the staff should follow some basic things.
- The staff should make a good relationship with their customer.
- The staff should solve the customer problem quickly and professionally.
- As we know staff should develop service policies for customers.
- Staff should use analogies to explain some complicated issues.
- The staff should listen to customers complaints with patience and understand their problems.