Customers want to know they are valued and respected, so having a skilled customer service team is extremely important in today’s competitive marketplace.  However, even with a strong emphasis placed on the benefits of good service, companies often fall short of stellar service performance.

A superior customer service team will demonstrate these attributes:

1. Empowered staff
2. Polite and understanding reps
3. Remember that you cannot accommodate everyone
4. Deliver on promises
5. Smile

Empowered Staff

Nothing irritates customers more than a service representative who does not fix a simple issue.  Staff should have the ability to either directly and quickly fix a problem themselves, or the drive to see to it that it is resolved by the proper staff member.  Constantly being transferred or put on hold increases frustration and unhappiness.  Resolving issues quickly and thoroughly impresses customers and is the best way to retain that customer.  The simple step of a follow up contact can build their trust in your organization and further assure their satisfaction.

Be Polite and Understanding

Unhappy customers tend to not facilitate the most pleasant interactions.  No matter how rude or frustrated a customer may be, service representatives need to remain polite, kind, and understanding.  The truly professional service rep knows he/she may not be able to please every individual that calls in, but staff can always be respectful.  Make sure reps fully listen to the complaint; if customers feel their grievance is being heard, they are more willing to listen to your response and accept the suggested solution.  An appropriate saying in customer service is “it’s not how much you know, but how much you care”.  Last but not least, remember that staff should apologize for any misunderstanding, frustration, or difficulty.  Sometimes that is all a customer really wants to hear.

Remember That You Cannot Accommodate Everyone

At some point, every service representative will get a customer that demands the moon.  It’s important to remember that reps can’t always totally appease everyone.  Be honest about what your company can or can’t do for them.  Don’t allow staff to break the rules to retain one client – it sets a dangerous precedent.  Reps should be truthful with the customer and explain the situation fully.

Deliver on Promises 

This seems simple, but many companies miss the mark on this one.  If your customer service team promises your customers something, deliver it.  You will lose business if your staff says they will fix an error and then does nothing.  The already upset customer will get even angrier, and chances are they will spread that negative word of mouth (and in today’s world, it’s easy to share a bad experience through a variety of mediums).  Additionally, make sure staff provides pre-specification reviews, respond quickly to questions or inquiries about products or prices, and always meet your company’s production/shipping dates.  Be sure reps follow up on actions they’ve taken to assure it’s been done quickly and correctly.

Smile

A facial expression says a lot about you, your team, and your company.  Approaching customers with a pleasant demeanor is much more effective than facing them with an annoyed expression.  The same applies for service by phone.  A rep’s tone improves when they are smiling – something customers are quick to notice.  And it makes walking around the office a little more pleasant!

Following these rules will ensure that your clients are pleased with your customer service staff – something that goes a long way in preserving your current customer base!