When you are talking to someone in person, body language makes up a large part (some would say more than half) of your message. But as soon as you pick up the phone, body language becomes irrelevant. The success of your interactions depends almost entirely on your tone of voice and your choice of words. Read more.
Below you will find useful informational articles on how to improve the way you service your customers. We also run Customer Service classes in Los Angeles.
In-person interactions provide a great opportunity to build rapport with customers. When you talk to a customer on the phone or you exchange emails with a customer, it can be difficult sometimes to get a sense of what the other person is thinking and feeling. But when you talk to a customer in person, you get constant feedback, both verbal and nonverbal. It’s easy to tell if you are creating the right impression. Although in-person interactions can be difficult at times, they offer exceptional insight into what customers want and need. Read more.
A growing number of customer interactions are taking place online. Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you. Read more.
While it would be easy to blame the customers for how weary you feel after handling irate customers all day, there are other factors that can make one less friendly or efficient in Customer Service. In this article, we will cover how activity level can limit your ability to enjoy a strong and energetic body throughout your day and in your personal time. Read more.
When a customer calls about their experience with your business, it is more likely that it is to fix a problem than to compliment you on your service. We are all used to hearing “The Customer is Always Right.” Still, the point of this saying should not be misunderstood. In my classes, I help service agents understand how even if the customer is not always right- they are always important. How important you make your customers feel can be the difference between a viral complaint and a loyal following. Read more.
A customer can start out angry or can start calm and later become angry yet when you interface either in person or by phone, your role as a customer service agent is to provide solutions and ameliorate relations. Often, this is lost in translation when we use words that put a customer in a defensive state. Read more.
Unlike an unresponsive touch screen or automated message system, you have the power to humanize your company’s service and redirect customer relations in a winning direction when interacting with a live customer. In today’s article, cover how you can improve the impression you make when you greet your customer. Read more.
CRM stands for Customer Relationship Management. It is a way of tracking your interactions with leads and customers as they transition through all stages of your company’s sales cycle. CRM tools assist in focussing on customers and the software improves customer relationships by streamlining and organising communications and activities from all customer-facing departments like sales, marketing and customer service. Read more.
A recent Ritz-Carlton Case Study reveals how standardizing service language across multiple corporate branches and locations can set a business apart from other businesses by setting an expectation for higher quality communication from service personnel. Â Similar to updating a brand spokesperson or logo look and typography, updating customer service language of your business is also key to connecting with the times. Read more.
Providing customer service over the phone isn’t the same as providing it through live chat or email. Inflection, pacing, and tone should be taken into account when talking to customers. With 39% of people around the world preferring phone or other voice channels as a means of getting support, it’s very important for businesses to learn how to provide excellent service via this channel. Read more.