The customer service industry has grown and developed over the years and has become more accessible with the aid of social media and the Internet. Nowadays, businesses tread over thinner ice when it comes to their customer base. A business may earn and lose its reputation and client base through a random Twitter or Facebook post. This is where customer service training comes in, empowering employees with the skill and knowledge on how to communicate effectively with consumers. Here are some tips on how to change customer sentiment effectively.
Listening
In some cases, customer complaints are manageable and simple. Customers tend to be aggravated because some customer service representatives do not take the time to listen to the complaint. Listening, however, can be a powerful tool in making the customer feel he/she is important and that the problem is being treated seriously. Just by plainly listening, you will fully understand the issue and can formulate the proper response and solution to the concern.
Identify Issue
This part is tricky when you have an impatient and indecisive complainant. But to resolve an issue, you must properly identify it first to avoid further misunderstanding and negative feedback. It is a high-pressure situation and is why it's highly recommended that customer service representatives undergo customer service training to be more efficient in dealing with their clients.
To identify the issues being brought up, have a solid understanding of your company's products/services as well as terms and agreements. Learn from firsthand experience and put yourself in the client's’ shoes.
Relate
Always make the customers feel like they are not alone with the issues that they are experiencing. You can use relate-able situations that can help resolve the conflicts with the product or the service offered. Mindfully use these moments to suggest solutions based on relate-able ideas. This can be difficult at first and you'll have to be quick on your feet as you encounter different problems and customer temperaments. Nevertheless, sympathizing with customers is an important tool in any customer service representative's toolkit.
Propose a solution
After considering all the above factors from inquiry and relating to the client’s complaint, the next step would be to resolve the conflict. No problems are alike, and no one solution can answer all. What you can do is change the client's sentiment by personally going through the whole process of resolving the issue and assisting them patiently. With your knowledge about the problem, create a simple, step-by-step procedure on how to solve the issue. Make sure that you do not use very technical terms and that you give out clear instructions.
Upsell
To further strengthen your relationship with customers, offer to extend your service by checking if they have other concerns that need to be addressed. This will make them feel valued, and you can use this time to upsell your other products and services. Like new sales, repeat customers are as important in a business. Creating a relationship with loyal customers can potentially bring in more revenues and new leads. Take advantage of this chance to promote yourself and the company for positive feedback.
Customers are the lifeblood of every business. Without a loyal customer base, a business cannot hope to thrive, much less succeed in their long-term plans and goals. This highlights the importance of customer service training and why every business owner and CEO should invest in these programs. It’s very important to regularly monitor and evaluate the opinions and feedback of your customers as it gives you a competitive edge against other similar entities and lets you tailor and adapt your business plan to fit the needs and demands of its target audience.
