Developing a mindset that will guide your decision-making across all customer service experiences, whether simple or challenging, is the key to improving your performance. Follow our golden rules and build your confidence in all customer service situations.
Turn negative experiences into opportunities
As much as we try to avoid them, unfavourable customer experiences are bound to happen from time to time. Don’t treat these situations as poor outcomes, but rather try to take a customer service recovery approach. The Disney Institute’s H.E.A.R.D method is the secret to making unhappy customers happy. You can review the method here.
Put yourself in your customer’s shoes
It can be easier said than done, but this mindset is the key to responding to your customers with empathy. Everyone has bad days and this can unfortunately be reflected upon those with whom we interact. If your first interaction with a customer is travelling down a negative path, try to give them the benefit of the doubt and use customer service techniques that will improve their experience, or even their day.
Go the extra mile
What’s the most important factor in customer loyalty? Reducing effort. Make life as easy as possible for your customers and show them that you’re willing to make the extra effort to reduce theirs. If your customers receive a seamless, hassle-free experience, they’re far more likely to seek out your service time and time again.
Know your customer and where they hang out
While it’s important to engage with customers in a multi-channel approach, it’s crucial to understand how you can best connect with your customers? Use data to identify where your customers like to hang out and how they want to receive communication from you. Is your target demographic most active on Instagram? Or are your email open rates consistently high? Keep your customers happy by providing considered, multi-channel support.
Learn how to apologise
Don’t be afraid to admit to wrongdoings, and know how and when to apologise. By issuing a sincere apology, there’s a better chance your customer will walk away with a more positive reflection on the situation. Handle your mistakes well and understand the value of a human apology – it can be far more powerful than compensation.
Seek feedback from your customers
This falls under the umbrella of knowing and understanding who your customers are. You can be almost certain your customers have an opinion on your service, and they’re usually willing to share it, all you have to do is ask! Customer feedback will help you to continuously adapt and improve your customer service tactics to ensure they’re effective. Plus, you’ll gain a reputation for listening to your customers, which can reflect very positively on your brand image.
Treat your employees well
If your employees are happy, this will have a knock-on effect on your customers. If staff are engaged and respected in the workplace, they will feel empowered to perform at their best and to provide exceptional customer service.
Ensure your team is educated and well-trained, issue regular engagement surveys and create a positive company culture to ensure your employees maintain a high level of job satisfaction.
If you’re passionate about your career and want to certify your customer service skills, there are a number of formal qualifications that you can achieve with Recognition of Prior Learning (RPL). We recommend learning more about a Certificate IV in Business- BSB40120 (offered by Asset Training Australia RTO: 31718) to find out if they’re a good fit for your career.
Do you have questions or are you unsure where to start? Our Skills Certified Australia Facilitators are here for support. Discover how we can streamline your RPL qualification from start to finish.
Get in touch with us today to get started.
