At some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service.
In this article I would like to review the biggest customer service challenges based on my own experience. I would like to share with you what I found worked best for me to overcome them and I hope my experience will be of use to you as well.
If you are aiming for excellence, you can never stop learning and polishing your skills. What skills are needed for a great customer service?
There is a long-running debate over which set of skills is more important for a customer service rep, soft skills or technical skills.
A recent survey by Service Strategies concludes that 96% of respondents judged communication skills and interpersonal skills more important than technical skills for the success in customer support. After all, to resolve any technical problem a CSR needs strong communication skills to effectively gather information, analyze it and find a solution which will help the customer.
As a live chat software provider, we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. Direct links to the messenger, although they allow the customers to chat with the company, don’t have the capability to pass any information from the visitor’s browser.
While we are aware that some of the live chat tools available in the market today don’t have this feature, which may be the reason some of our customers are not expecting to see this functionality, we try to encourage our clients to utilize the chat tool to its full potential and make sure that they take advantage of the benefits that real-time monitoring offers. >>>
Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.
How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?
Customer service training is the most important part in achieving these goals.
Professional line of communication is not that obvious to expect your service agents to get at it intuitively. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.
Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation. >>>
Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?
Research shows that the views that companies and their customers have on customer service differ significantly. While 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service.
2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. However, the number of companies which fail to fulfill the simplest requirements is very impressive. >>>
I’ve been working in the customer service front line for more than 7 years and to be honest, in the beginning I was not sure if it was the right job for me. As a young person, which way can you find it out?
When you have little experience, your chances of figuring out what you are really fit for are very small. That’s because you often tend to confuse the mental and emotional states you simply have by yourself and the thoughts and emotions which your job triggers in you. For example, you may be unhappy about something in your life and then you get to deal with a difficult customer at work. Of course, the conversation goes very tough and you become even more unhappy and start feeling this is not the right job for you. You just can’t handle it! Does it mean, however, you are not fit for the job? Surely, no.
With more experience, perhaps having the possibility to try different tasks or jobs, observing other people in their workplaces, you gradually start to understand what makes a certain job a fit or not a fit just for you. >>>
Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers.
In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support.
Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximizing efficiency. We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail.
We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices. >>>
With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush.
According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year. Total planned spending this year is second only to the record total spending in 2015, at $952.58.
No doubt, the holiday season puts lot of stress not only on the customer service teams, but on customers as well. In rush hours average handle times often shoot upward, wait times escalate, which leaves many customers frustrated.
After all, holidays are about positive emotions and your customers want to get a pleasant emotional charge from their holiday shopping experience with you. What can you do to minimize the negative effects of the busy season and keep customer satisfaction high? >>>
Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees.
After all, customers want to know that the employee they are dealing with knows what one is doing and they get served in a professional manner. If they have a question, they need prompt and honest answers and if an employee does not have an answer, they want to be sure that the representative is committed to getting it.
In an interview a few of years ago Donald Trump was asked about what were the most important keys to his success in business. In short, his answer was “Exude confidence. If you know what you’re doing, that should be easy.”
The second part of his answer speaks to me. I think each one of us knows from experience that when we know what we are doing, the question of confidence doesn’t even come into play. When you know something, you may need to watch out not to become cocky, but quiet confidence comes natural.
When applied to customer service, this means that if you want you reps to be confident in front of customers, they need to be well trained and prepared to answer any type of questions. >>>
If you are a startup, earning customer trust is so important to get those first few clients and get things rolling. However, even if you are a well established business, continuously maintaining customer trust and meeting customer expectations is as important for keeping existing relationships as for making new clients.
Adding a live chat tool to your website is one simple and efficient way to build credibility with your customers.
There are several aspects of how you manage live support on your website, which signal the customer right away how credible your company is and whether you are worth having business with. If you want to give the right impression and look credible in the customers’ eyes, watch out for the following things. >>>