“Your most unhappy customers are your greatest source of learning” – Bill Gates
Why are customer service skills important?
Most businesses invest a lot of resources into their marketing and advertising to bring in new customers. As we mentioned in part one of our six-part series on great customer service skills The U.S. Small Business Administration reports that “68% of customers leave because of poor customer service.” Customer service skills are important in keeping them once you bring them in.
Part Two of a Six-Part Series:
Patience is key to keeping customers calm while you understand the customers concerns, staying cool under pressure is an important quality of a great customer service representative.
TIP: Don’t take it personally. The customer is upset with the company’s product or service, and they just need someone to listen and make them feel acknowledged, this is a good time to use your best communications skills.
Be patient and hear them out. When they are done venting apologize for their dissatisfaction with your product or service, and reassure them that you are ready to solve the problem. Take this opportunity to improve your customers’ experience.
After you have solved your customer’s problem take a short walk or break to clear your mind and be prepared to be at your best for your next customer.
Part 2.2 PRODUCT KNOWLEDGE
According to a survey by the Consumer Reports National Research Center, “70 percent of people are highly annoyed when they are transferred to a representative who can’t help or is wrong.”
Product knowledge is key to problem-solving. Regular product training and knowing how your customers account is set up is crucial to your company’s success. In order to truly assist a customer when a problem arises, your reps must be up to date and knowledgeable about every aspect of your product as well as your customers’ account.
“The difference between try and triumph is just a little umph! – Marvin Phillips
TIP: When a customer asks a question you cannot answer, make sure that you know who to seek additional information from.
Take interest in the products and services your company offers and try to figure out possible difficulties a customer might experience. This will increase your knowledge and may help you present a preventative solution saving your company and the customer frustration, time and money.
Part 2.3 GOING THE EXTRA MILE – or the “WOW” Skill.
“Our customer service reps here at impacfleet.com are so excited to “wow” our customers that they can’t help but share their experience.”
How exactly do you “wow” a customer? Personal touch is a great way to start while you do what you say you will do. Make sure that everyone knows what was promised to the customer when they signed on with your company.
Follow up, good will goes a long way. Pick up the phone and give your customers a call and ask how your product or service is working for them. This element of surprise adds to the wow factor and lets you know that the customer is still satisfied and that you are thinking of them.
Your customer support team is the main connection between the customer and the company. Pay attention to the customers needs and bring attention to anything that may have a potential to escalate into a more serious problem.
Personal and unexpected? Creating an impac and wowing the customer on a whim starts with giving your staff the freedom to think and work creatively. Give your staff some flexibility to brainstorm while sharing ideas on how they would surprise a customer, for example, they could have a local bakery deliver fresh baked cookies to a customer that was having a down day.
Most employees want to make a positive impression and grow with their company. Given an opportunity, they will dazzle both the customer and the company. All in all, wow moments are a result of treating your customers and employees like the truly valued human beings they are.
This concludes part two of our six part series on “How Great Customer Service Skills Impact Fleet Managers. If you enjoyed our article please share and subscribe to get email updates from this discussion as well as future articles. Please check out our blog page for real time fleet tracking, fleet fuel cards and fleet management solutions, along with other industry related articles.