Excellent customer service is a core part of a successful company. It is essential for gaining and retaining customers, building brand trust and loyalty, and keeping customers satisfied. The foundation for this is effective communication in the day-to-day interactions with customers to answer their questions about the products or services of a company. In addition to this, customer service also helps improve the business’s offerings by capturing customer feedback. Below, I cover some of the essential customer service communication skills for agents to build an effective customer service team. You can incorporate these techniques into your agent training and watch your customer satisfaction grow!
Staying Positive
One of the most crucial skills of a customer service agent is positive language and tonality. When communicating via phone or online, it is essential to maintain a calm and friendly demeanor, whether it is to help a customer to decide on a purchase or for resolving a problem. If an agent does not have an answer, using a negative phrase such as “I don’t know” can frustrate a customer. Instead, the agent can affirm that they understand the situation and will look for a solution.
Putting a Smile in Your Voice
Customers can hear it when an agent has a smile in their voice. Just as during in-person interactions, a smile at appropriate times can communicate warmth and friendliness. An excellent way for agents to practice this is to add mirrors to their workstations and to check their facial expressions in the mirrors occasionally.
Showing Customers That They Are Being Heard
Showing a customer that you are listening is one of the most critical aspects of providing excellent service. Here are some ways to demonstrate this to customers:
- Before offering a solution, practice active listening by listening closely and thoroughly to the customer’s situation. Avoid interrupting.
- If anything is unclear about the customer’s explanation, ask them questions to uncover any missing information.
- Summarize the problem and what you will do to help.
Being Mindful of the Customer’s Time
Whether communicating online or via phone with customers, agents need to be mindful of the customer’s time to remain satisfied and not lose their patience. This means balancing being thorough and concise. Here are some tips:
- Train agents on the most efficient ways to locate and present
- Information to customers.
- Set customer expectations for how long they will be on hold and
- Approximate time to resolve their problem.
- Prioritize and answer email inquiries promptly. Make sure
- That email messages are clear and concise.
Customizing the Experience
To create an authentic customer service experience, agents can customize the experience while staying within company guidelines. For example, when replying to customers through email, you can use templates for questions that need answering regularly; However, you can customize these templates for various situations. Personalized customer service makes customers feel more connected to a brand and increases sales. In the Forbes article “Personalized Customer Experience Increases Revenue And Loyalty,” Shep Hyken notes that a personalized customer experience:
- Drives impulse purchases
- Increases revenue
- Leads to fewer returns.
- Increases loyalty
In what ways do you create a personalized experience for your customers?
Are you looking to improve the customer service communication skills of agents in any of the areas mentioned above? CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you in achieving exponential growth, manage change, and generate profit. Connect with us here today for a comprehensive CX assessment and strategic plan customized for your unique business needs.
