HOW TO BE GOOD AT CUSTOMER SERVICE
Mind you, I'm no expert. Sometimes it's just a personality thing. Who I am with a customer, isn't exactly who I am all the time. I have become pretty good at putting up a front and it's given me great opportunities. I've worked over chats, email, phones and in-person.
- •Smile, smile, smile.Even if you're not feeling like it, which can blow. It sounds ridiculous but practicing it makes it so it doesn't look forced. You don't want to look like you're screaming internally, even if you are.
- •Body language is a major giveaway.Don't cross your arms in front of you. If they're talking to you, lean in when necessary(but not into their personal space). Nod when appropriate, gesture when appropriate, etc. Even if you're being nice, your body language can still make you appear standoffish.
- •Create your "voice"This sounds ridiculous as well, but it is a huge part of your persona. I used to work on phones so your voice becomes your only form of presentation. Practice a professional tone. Mine is much cheerier and breathy than my normal voice, but it prevents me from sounding like I'm 12.
- •Don't interruptThis goes for general conversation too. Even when someone is angrily explaining something to you or giving incorrect information, don't cut them off. It will only escalate the situation. Let them finish, then continue with a solution to the problem.
- •Look professional.If you don't wear makeup or spend a lot of time getting ready, that's fine. This is mainly about hygiene. Wash your hair and keep it tamed, don't stink, keep your hands clean, wear decent clothes, etc.
- •ApologizeThis can also suck, because you may not be wrong. However, that doesn't always matter to customers. With the customer, apologize and offer a solution to the issue or offer to find a solution and get back to them if you're not sure what to do.
- •In emails or chats, type using proper grammarIt's very easy to misinterpret typed words because you don't have verbal cues to go off of. Watch what font you use (no comic sans, please) and how you format it as well. Give clear explanations and offer to help if they have any questions about what you've sent.
- •Don't be afraid to ask questionsLet it be known that you want to assist them but to do that, you may need more information. "Help me better understand the situation..." And follow up with a question. Watch your tone so it doesn't seem like a command.
- •Empathize"I completely understand your frustration." "I understand why you're upset." Etc, etc. This will only help if you follow up with a solution though.
- •Go the extra mile.It could be something you normally do for everyone, but make it seem like it's special for them. "I'll go ahead and include free shipping with that order." "I'll mail that receipt to you so you can have a copy on hand." Again, so many ways to do this. Customer Service varies so just find what applies to your field and use it.
- •Listen!Whether they're angry or telling you a story that has nothing to do with the work you're trying to accomplish, listen. Don't make it seem like your time is more important than theirs by cutting it short. I've had people tell me hour long stories about their time as a policeman, or go on about the best ways to travel Europe. You'll actually learn a lot by listening.
- •Make it seem like you want to be there.Work can be a drag, but don't make it seem like you hate it. If you find little joys in what you do, you won't have to force yourself to go everyday. You might be looking for a better opportunity but enjoy what job you have while you have it.
- •This is just a minor introduction. Customers can be ruthless or nice, but in my general experience most of them are great. I have excellent stories from talking to people. Angry people don't bother me anymore. You can't let it get to you. Take it day by day and you'll do just fine. 💕