Customer service is about giving people what they want, when they want and how they want.
On s1jobs there are top vacancies for customer service agents who know how to make this happen . . . but how good are you at actually putting what you do into words and actions that customers understand and appreciate?
We’ve put together a handy guide to help.
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Keep it simple
Don’t bamboozle customers with corporate-speak and tech jargon or, worse, try to get them to make social media endorsements before you’ve even worked out what they want.
Make it easy for them. Just introduce yourself, ask their name and invite them to tell you the reason for their call.
Keep it personal
It doesn’t matter the size of your organisation, people want to deal with people, not robots. So don’t forget the human touch, whether that’s over the phone, at a help desk or at reception.
Put a customer service team picture on your website. Use real names in emails. Be extra-patient with customers struggling to keep up with technology and never rush them.
Keep it sweet
Don’t react negatively when a customer gets upset. Stay calm, let them know you’re listening and allow them to talk through their issues without interrupting.
Don’t take criticism personally and find a way of getting rid of stress before it builds up – go for a walk at lunchtime, hit the gym after work and try smiling even when you don’t feel like it.
Keep it real
Make promises you can keep then follow them through. But never ever guarantee anything you can’t be sure will actually happen.
It’s better to disappoint someone up front with a healthy dose of honesty than to string them along or fob them off – that’s a sure fire way of stirring up lots of trouble further down the line.
Keep it accessible
Your customers are all individuals and they’ll all have their preferred methods of getting in touch. But how quickly do you respond to texts and emails and do you let the phones ring a little too long?
Set short and long-term targets about how quickly customer queries are answered and have regular catch-up sessions if the incoming volume begins to build up.
For all the latest Customer Service vacancies visit s1jobs