A new era of technology is transforming the customer service landscape, and today’s small businesses are challenged to keep pace with the changing times. With more and more channels becoming available for customer communication, many small business owners naturally start questioning themselves which of these channels would be the best fit for their customer support needs. With limited resources, they often have to choose just a few that would be most cost-efficient for business and convenient for both the customers and service team.
Live Chat has proven itself as a highly effective communication method that allows delivering customer support in real time. Statistics show that Live Chat is especially well-suited to answering simple queries and pricing/product questions customers might have while shopping online. This communication channel is also reported to significantly reduce customer service expenses, as the cost of a single Live Chat interaction is one of the lowest compared to other customer support channels. And last but not the least, customer support agents absolutely love it. >>>
Always keep in mind that people are different, not difficult — Peter Urs Bender, “How To Deal With Difficult Customers”
A key skill of a successful customer service professional is an ability to be flexible and use different approaches in different situations, that is, to tailor the way they respond to customer needs based on particular context of the situation. Probably anyone who’s ever worked with people would tell you that different techniques work for different customers. It’s essential to recognize how a customer would like to be treated from the first point of contact so that you could choose the most suitable approach in line with your own experience and intuition.
Some people tend to think and act quickly, while others like to take more time to make informed decisions. Some people are more friendly and enthusiastic, while others prefer to stay more reserved. The more adaptive your communication skills are, the more you are likely to develop a rapport with a variety of customers and deal effectively with a diversity of situations, — and the less are the chances of misunderstanding, miscommunication or frustration on the customer’s end. >>>
I wish I knew it before, when I just started my career as a customer service representative. It would save me many restless moments and probably let enjoy my job more at some points of my life. But I also believe that any knowledge comes exactly when you really need it. And now when I am conscious of the burnout challenge and have some experience under my belt, I am happy to share my tips on how to prevent or avoid occupational burnout in customer service. Hope this article will give you some helpful advice and actionable tips you can use.
Burnout is a widespread issue in customer service today. It was first identified in the 1970s as a career crisis hitting professionals who deal with people as a part of their job. The phenomenon was characterized by changes in employees’ attitude to work, resulting in exhaustion, lack of enthusiasm and motivation, as well as feelings of ineffectiveness or even frustration and cynicism in relation to their job. >>>
“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” — Aristotle
Being successful in any field is about constantly doing the right things. Expertise and professionalism in customer service yield from thousands of routine customer interactions we perform daily. The way these communications are handled can make a huge difference. Not only they have direct impact on company’s relationship with its customers and overall business image, they also define how we — customer service representatives — feel about ourselves, our jobs and our lives.
If you are constantly facing defeat and frustration, suffering annoyance and embarrassment at the workplace, most likely you are not the happiest person on the earth, even outside work. On the flipside, when you enjoy what you do and feel great about helping others and making their lives easier, you are likely to keep calm, sober and dedicated to work even in most challenging and difficult situations. >>>
There are many talks today around how to create a winning customer experience. It goes without saying that nowadays with increasing choice, high availability, and more standardized pricing of products, the competition has evolved into the challenge of making customers feeling positive and happy about their experience with your brand.
So how do you go about winning and keeping customers? You can find a plenty of good books and articles on the web revealing secrets to creating memorable customer experiences. You can also put a great deal of time and effort into collecting and analyzing your customers’ feedback, as well as invest heavily into painstaking market research. For sure, you’ll discover something new and helpful. But it’s only the tip of the iceberg, I kid you not. >>>
As the technology continues to change and advance at an extremely rapid rate, we all in customer support have to deal with people who find themselves being challenged by new methods and updated technology. Looks like a great deal of upset customers contacting tech support would rather cling to the old familiar ways considering the changes are not worth it at all.
Another bunch of people calling for help use technology on a “need-to-know” basis, and feel overwhelmed and frustrated when it comes to anything outside their expertise. Professional line of communication means you willingly provide high-quality tailored support to every user, regardless of their level of expertise. After all, it’s customers who keep us tech support agents employed. No matter which way you look at it, all of them are worthy of our time, respect and attention. >>>
It’s no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time.
You might even wonder what’s so special about it – nowadays with the hectic pace of our daily lives, many of us get used to something like this. People talk on the phone while driving, text while keeping conversation with friends, and constantly check emails while watching favorite shows.
Indeed, in today’s information-saturated world multitasking is a widespread phenomenon. There has been numerous scientific researches published in recent years investigating human multitasking abilities. Some of the projects intended to determine the benefits it can bring, while others were carried out to study the negative consequences of multitasking. >>>
The other day I called my computer helpline, because I needed to be made to feel ignorant by someone much younger than me, and the boyish-sounding person who answered told me he required the serial number on my computer before he could deal with me.
…We haven’t been talking four seconds and already I can feel a riptide of ignorance and shame pulling me out into the icy depths of Humiliation Bay. –Bill Bryson, `Notes from a Big Country’
Almost every business today has to face a great challenge of delivering customer service and support to people hailing from multiple generations. >>>
“When one door closes, another opens; but we often look so long and so regretfully upon the closed door that we do not see the one which has opened for us.” -Alexander Graham Bell
“There is only one boss — the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -Sam Walton
Customers might decide to stop using your service or products for a number of reasons. In some cases this decision is related to their customer experience with your company (product quality or customer support efficiency), in many other cases it might seem that it has nothing to do with your business, say, they just need something different, or they expected it to work in a different way, or they can no longer afford it due to some new circumstances. Whatever the reason, it’s no picnic to see your customer walking in one morning and saying “you are fired”, isn’t it? >>>
Good things happen to your customers when good things happen to your staff. When people feel good about their job, when they are proud to be on your team, they strive to achieve more and do better. So one of your most important tasks as a customer service leader is to build a motivation strategy that will create and maintain the spirit of enthusiasm among your employees. How do you go about creating a successful motivation strategy? Let’s turn to some theoretical insights to better understand the nature of motivators. >>>