Principles of Great Customer Service – Part 2

Posted by kevinh

Principles of Great Customer Service – continued….  In Part 1 we started to learn about The 6 Qualities of A Top Notch Service Rep… let’s continue….

3. They are good communicators

Communication 2

Your customer service team works on the front lines of for the product itself, which means they should have a practiced grasp on how to reduce complex concepts into familiar, digestible terms for your customer.

For example, it doesn’t behove the customer to receive a long-winded explanation on the ins-and-outs of solving a particular bug. What’s better? “Our team is striving to solve the issue quickly and we expect resolution within the week.” Friendly, honest, and—most importantly—brief.

4. They are methodical

In customer service, haste makes waste. Hiring deliberate, detail-oriented people will go a long way in meeting the needs of your customers.

Get to the heart of a problem. There’s nothing worse than attempting a “solution,” only to have it miss the mark entirely on solving the actual issue.

Proofread. A thoughtfully written response loses a lot of its problem-solving luster when it’s riddled with typos.

Follow up (regularly). There’s nothing more impressive than getting a note from a customer service rep saying “Hey! Remember that bug you found that I said we were looking into? Well, we fixed it.” That’s a loyal, lifetime customer you’ve just earned.

Keep their cool. Since the customer service team is often tasked with the tough work of cleaning up other people’s messes, it’s especially important they understand how not to internalize the urgency — and potential ire — of frustrated customers. Instead, they know how to stay calm and maintain a steady, guiding hand.

5. They are creative and resourceful

solving problem

Solving problems is good, but finding clever and fun ways to go the extra mile — and wanting to do so in the first place! — is even better. It takes panache to infuse a typical customer service exchange with memorable warmth and personality, and finding a customer service rep who possesses that natural zeal will take your customer service out of “good enough” territory and straight into “tell all your friends about it” land.

6. They are excellent writers

Good writing means getting as close to reality as words will allow. Without an ounce of exaggeration, teaching clear writing skills is the most overlooked, yet most necessary, skill when it comes to customer service training. Unlike face-to-face (or even voice-to-voice) interactions, writing requires a unique ability to convey nuance. How a sentence is phrased can make the difference between sounding like a jerk (“You have to log out first”) and sounding like you care (“Logging out should help solve that problem quickly!”). Good writers also tend to use complete sentences and proper grammar — qualities that subtly gesture toward the security and trustworthiness of your company.

Even if your company offers customer service primarily over the phone, writing skills are still important. Not only will they enable your team to craft coherent documentation, they signify a person who thinks and communicates clearly.

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To Your Success

Kevin Hargraves

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