Often times, customer service is a thankless job. Angry customers shout and curse at customer service reps, and they’re often blamed for what we call as “user error.” They definitely deserve our respect for a job well done.

Kind words are worth much and cost little. This creates opportunity: when you can’t out-spend the competition, the solution is to out-support them. When customer service is given the credits it deserves, only then do companies get to see and realize what “word of mouth” is all about.

Below are some of the recurring traits, which all of the best support departments have in common. Read on to find out if yours possess all of them.

1. They Bring the Right Tools to the Job

There is just no substitute for knowing your customers. The right support tools make it easy. You would be surprised at the number of meaningful conversations you can have when you no longer have to stumble around in the dark.

It’s frustrating to be on the receiving end of support when the team is not outfitted correctly. You risk ruining your first impression when you treat your customers like Comcast treats people calling in: “Can we have your personal information, account information, blood sample, and deepest fear?”

2. Expediency

The faster you resolve a problem, the happier your client will be and the lower the cost per call will be. And while you shouldn’t rush through a customer’s problem, there should be a level of efficiency to quickly get to the root of the issue by determining the best solution.

Be sure that everyone on your team is familiar with the company’s customer service policies and automate what can be automated. If you use customer service chat or have a customer service team or call center, have pre-written material and a detailed solutions guide accessible.

3. Assertiveness

If you enable your staff to do whatever it takes to make the customer happy, they should take on a level of assertiveness that prevents them wasting time getting approval. Set policies for your sales staff, customer service team, and yourself. Readily provide those solutions to make customers happy and quickly resolve problems.

4. Thirst for Improvement

We can all get the tendency to be complacent when we do the same job over and over. You want your employees to be hungry and step up their game helping customers. Do your part by providing training, resources, and incentives to help with customer service.

5. Commitment

It is essential to keep your employees interested and passionate about your product or service. If someone on the receiving end of a customer service call believes in their company and offerings they are going to be better at resolving problems.

6. Always Uses Positive Language

Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic. For example, one of your products is backordered for a month and you need to inform your customer about this immediately. Consider the following responses:

    • Negative language: “I can’t get you that product until next month. It is backordered and currently unavailable at this time.”
    • Positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!”

Redirecting the conversation from negative to positive places focus on the proposed solution. When the outcome takes center stage, it reduces the odds that customers will be upset.

7. Gives Credence to Complaints

Harsh words are not always indicative of insight, and complaining customers are not always a sign that there is something wrong. To stay consistent in tone and process, consider following the CARP method:

    • Control the situation.
    • Acknowledge the dilemma.
    • Refocus the conversation.
    • Problem-solve so the customer leaves happy.

Receiving the same complaint repeatedly is the beginning of a narrative. This shouldn’t dictate what to do next, but it will begin to reveal what requires your attention.


This entry was posted by Staff Writer on Thursday, December 10, 2015 at 6:44:24 AM and is filed under Mixellaneous.

Leave a Response