High-performing customer service teams have ways of doing things that not only make the job easier but also boost results.
If you want to get into their winning ways, here are six habits to follow to get your career on the right track this year.
Same Page Thinking
Teamwork is important in customer service but working together to make sure the customer is satisfied only works when it’s shared by every department. There’s nothing more likely to make a situation worse than a promise to fix things made by the service desk that’s not followed through by the sales or delivery teams. Sing from the same hymn sheet, people!
Let’s Talk This Through
The best way to gain trust and build up a good relationship is to have a proper conversation. That’s why the best customer service professionals quickly get into the habit of listening intently then responding appropriately. You’ll be amazed how constructive building up a genuine conversation really can be.
This Time It’s Personal
Offering a personalised service matters. In fact, s1jobs research of recent studies show more than two thirds of consumers are more likely to switch brands, if they’re ‘treated like a number’. The best way to get personal is to imagine yourself in the customer’s shoes. What would you expect to happen next?
Be Willing to Change
Adaptability is not something customers always expect. But if they find themselves talking to someone who’s not only approachable but willing to discuss replacement product options or rearranging an original service agreement, they will work with you.
Practise Patience
With some customers you really do need the patience of a saint, but generally this is an attribute that will work well for you in any situation. Interacting with customers, regardless of their mood, takes time and effort to get right. The good news is you can practise this 24/7. Test yourself the next time the printer refuses to work or Grampa Jack uses your tablet as a beer mat!
Let’s Up Those Skills
If you’re aiming for a top post, such as team leader or customer service manager, you need to focus on continuous improvement – not only for yourself but the entire team. Offering guidance and support, promoting the use of new technology and making the job more rewarding are all habits a good manager learns early on.
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