Innovative Customer Service Techniques to Try …
The customer is king, which is why the client service department is essential. Working with clients is often challenging and frequently thankless, especially in the customer’s service sector. You’re dealing with people who are unhappy for some reason, and their first instinct may be to lash out. That’s hard, and it can be demotivating. Fortunately, changing the way you interact with customers can help you.
1. Active Listening Always Helps
Customers want to feel like they’re being listened to – that is, after all, the whole point of customer service. However, there are different types of listening, and as a customer service representative, active listening is the best tool in your arsenal. Active listening involves letting the customer talk to you and explain the issue without interrupting them. After that, you reflect their primary concern or question back to them. This is the time to speak and ask for clarification.
2. Feel, Felt, Found
Feel, Felt; Found is an empathetic technique employed by the Geniuses at Apple. It goes as follows:
Feel: at this point, you need to empathize with your customer’s feelings in that particular moment, even if they feel angry or frustrated, and you do what you can to let the client know that you fully understand how they feel.
Felt: here is where you express empathy by letting the customer know that you’ve experienced the same feelings and you understand where they’re coming from, even if it’s not 100 percent accurate.
Found: it’s at this juncture that you share with the customer how you figured out that your worries were unfounded, or you describe how you found a solution for your problem.
3. Ya HEARD?
HEARD is another exceptional customer service technique, this one from Disney. It’s an acronym that stands for:
“H” is for “hear,” which involves actively listening.
“E” is for “empathize,” which creates an emotional connection.
“A” is for “apologize,” wherein you apologize for the problem, concern, or issue – sometimes an apology is even more helpful than the solution in soothing your customer.
“R” is for “resolve,” which involves employing speed, knowledge, and conflict resolution skills to pinpoint, address, and resolve the issue.
“D” is for “diagnose,” wherein you analyze the cause behind the problem so that you can prevent it from happening again.
Do you think any of these customer service techniques will help your business?