We often hear the words How customer services and customers are always right. But is that true? The story continues below. It’s one thing for organizations to develop strong communication skills within their team of customer service representatives and management staff who respond to calls 24 hours a day.
How Customer Services: Teaching them the skills needed to solve problems and handle difficult clients is another matter that will not give up.
Here are the top five customer service basics you should implement within your brokerage or organization:
Let the customer exit
When a customer is angry, frustrated, or disappointed, the best thing to do is give them time to get out. Make sure your staff doesn’t interrupt them with quick fixes or words like “calm down”. Angry customers often need time to express their feelings out loud.
Express sympathy
Empathy means putting yourself in the shoes of your customers and feeling what they feel. Use phrases like “I’m sorry,” “It’s going to be very frustrating for you,” or “It’s going to be very upsetting.”
Solve problems effectively
To resolve issues, your team members must actively listen to their customers. So that you don’t miss out on any details, it’s a good idea to write keywords about whatever story you hear and retell it for the client.
Offer options and solutions
Once you understand the concerns, remind your team members to offer your clients options. Clients feel more in control when they have options. They want to feel like they’re rowing.
Follow-up
Once all issues have been resolved, your team members are advised to pick up the phone and check to see if everything is OK. A simple thing like “Hello Bill, I just wanted to see if all your problems were handled correctly” is very helpful.
Customer service is an integral part of any organization and should not be overlooked. Your management staff is the first point of contact with your company. If they do well, it is remembered and appreciated. If not, prepare to lose customers to your competitors at some point.
