When IVR meets CRM: A love story for customer service
When a VIP customer calls, the last thing you want is to make them repeat their account information every time. 🙄 But in many call centres, that’s...
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Nervous about your new role in customer service? Wondering what makes a good customer service agent?
Fear not, we’ve got you! 🤗
This blog will guide you through essential customer service skills and how to develop them. With practical advice straight from our own experts at Enreach, you’ll build confidence quickly.
And for those with years of experience, there’s always something new to learn!
Imagine you're at your favourite coffee shop, where the barista not only remembers your name but also your order. How does that make you feel? Valued, recognised, and likely to return, right?
This simple yet powerful connection is what good customer service is all about—turning routine interactions into memorable experiences that drive customer loyalty, brand reputation and overall business success.
Statistics underscore this point: A whopping 96% of customers deepen their loyalty after positive interactions with service teams, and 94% are more likely to make repeat purchases. It's clear that excellent service goes beyond problem-solving; it's a key component of successful business strategies.
Jeanne Bliss, a visionary in customer experience, advocates the concept of "memory creation." She argues that the true essence of customer service lies not just in answering queries but in creating moments that customers carry with them long after the conversation ends. Bliss encourages us to view ourselves as "memory makers," professionals who don’t just perform tasks but create lasting impressions through genuine human connections.
Stepping into the world of customer service can be daunting.
It's completely normal to feel a bit overwhelmed at first. You might worry about not knowing exactly what to say when a customer complaint catches you off guard. Or perhaps the thought of dealing with angry customers makes your stomach turn. (Don’t worry, below we'll share expert tips from our own customer service team on how to handle these exact situations.)
Meeting your employer's performance expectations and mastering new customer service tools can also seem like challenging tasks.
We understand these fears and we're here to help! Let’s guide you through the most important skills and transform these initial anxieties into competence.
What does it really mean to be a good customer service agent? These are the characteristics and skills that you should work on developing:
Hit a rough patch in your new role? Don’t hit the panic button yet! 🚨 If quitting seems like your best option, pause and try these five tips to ease through the early challenges.
Role-playing exercises: Step into the drama of customer service without the real-world pressure. Role-playing with colleagues can prep you for the unexpected, helping you navigate tricky customer interactions smoothly. Try acting out scenarios like a customer demanding a refund, a technical issue without an easy fix, or a client needing complex instructions. It’s like rehearsal for the live show of your daily work!
Feedback sessions: Schedule regular sit-downs with your supervisor where you can go over recent interactions, pinpointing what went right and what could be better. Don't stop there—after handling a tricky customer call, turn to a colleague for a quick debrief. They might spot something you missed or offer a new tactic to try next time. Embrace the feedback as a tool, not a critique. Each piece of advice is a stepping stone to becoming a more adept customer service professional.
Customer psychology basics: Why do customers react the way they do? Suppose a customer starts a call agitated over a delayed order. If you understand basic principles of human behaviour and the emotional triggers behind their frustration, you can respond more effectively. Start with simple articles or a short online course to slowly build your psychological toolkit.
Stress management techniques: Keeping your cool under pressure is an art. Develop this by integrating simple stress-relief tactics into your routine. Deep breathing exercises, mindfulness moments, or even quick stretches can recalibrate your mind and body during a hectic day. Practise these techniques regularly to remain poised and calm, even in the stormiest customer service scenarios.
Continual learning: Subscribe to industry newsletters, participate in workshops, and engage with the latest customer service trends and methods. This proactive approach not only keeps your skills sharp but also ignites your passion for the role, making every workday an opportunity to learn something new.
We turned to our own Enreach for Enterprises support team for their top tips on managing stress in tough customer interactions. 😊 Here’s what they shared:
Slow down. If the client's emotions are running high, slow down the conversation rather than rushing through. This can help de-escalate the situation and lead to more thoughtful and controlled interactions.
Think about how a child learns to walk. There are no books or videos on how to do it, just daily practice. Mastering customer service is much the same. Each interaction, whether a stumble or a stride, is a chance to build confidence through practice.
Here are three ways to do this:
Celebrate the small wins: You successfully resolved your first difficult customer case? Share your achievement with your team or manager. Treat yourself to a small reward like your favourite chocolate bar or beverage. Document your win in a journal or note. Celebrating small successes keeps you motivated and builds confidence over time.
Seek guidance from a mentor: Luke Skywalker wouldn't be the hero he is without Yoda's guidance. Identify skilled colleagues and learn from them through regular discussions and observation. Their wisdom will help you master your role—don’t forget to show your appreciation, young padawan!
Reflective practice: Sit down daily or weekly, pen in hand, and reflect on your interactions. Writing in your journal captures insights and lessons, sharpening your skills and highlighting areas for improvement. This simple ritual enhances your service awareness and growth.
Packed with tips on emotional intelligence. Discover how to not only meet but exceed the expectations of modern customers, all while preserving the enchantment of human interaction.
When a VIP customer calls, the last thing you want is to make them repeat their account information every time. 🙄 But in many call centres, that’s...
Picture this: You’re calling a company to check your account balance or get product information.
Ring ring! ☎️ Your future's calling, and it sounds a lot like happy customers.