1. Be a Great Listener
- Key Points:
- Listen to customers without interrupting; clarify for accuracy.
- Avoid distractions (e.g., phone or social media) and show attention with positive body language.
- Remember: Listening is the most powerful way to connect and ensure customer satisfaction.
2. Master Positive Language?
- Key Points:
- Language influences customer perceptions of you and your company.
- Use positive words like "definitely," "surely," "absolutely," and "fantastic" to create a great impression.
- Remember: Positive language transforms ordinary service into exceptional service.
3. Have Patience?
- Key Points:
- Difficult customers often need extra support due to frustration or confusion.
- Use self-talk to stay calm (e.g., "I can handle this" or "They’re not angry at me personally").
- Remember: Patience improves customer interactions and helps you stay professional.
4. Communicate Clearly
- Key Points:
- Follow the 7 Cs of Communication: Clear, Concise, Concrete, Correct, Coherent, Complete, Courteous.
- Avoid filtering out important information in conversations.
- Remember: Clear communication builds credibility and avoids misunderstandings.
5. Learn to be Persuasive
- Key Points:
- Use logical, objective arguments to persuade customers effectively.
- The word "because" is powerful; it triggers agreement even without strong reasons.
- Remember: Strategic language can subtly influence and win customer trust.
6. Close the Conversation
- Key Points:
- Confirm that all customer concerns are resolved before ending the conversation.
- Show the customer that you care by ensuring satisfaction.
- Remember: A conversation isn’t over until the customer says, “Yes, you’ve resolved my issues!”
7. Develop a Willingness to Learn
- Key Points:
- Customer service is an ongoing learning process.
- Be open to admitting when you don’t know something but provide solutions (e.g., "but I do know how to").
- Remember: Lifelong learning fosters trust and helps you adapt to diverse customer needs.
Action Plan:
- Key Skills Learned: Listening, patience, clear communication, positive language, and adaptability.
- Changes to Implement: Be more attentive, practice self-talk, and use persuasive language.
- Overcoming Obstacles: Seek support from colleagues and continuous feedback.
? Suggested Reading:
- The Thank You Economy by Gary Vaynerchuk.
- Delivering Happiness by Tony Hsieh.
Final Thought:
"Customer service excellence begins with empathy, clear communication, and a positive mindset."