Maintaining customer satisfaction should be the focus point when it comes to managing their needs.
In doing so, it is important to maintain a positive attitude especially if you have a role in customer service. This is to ensure that customers have positive experiences each time which in turn would mean wanting to do business with the company or organization again in the future.
To maintain a positive attitude when dealing with customers, it is vital to remember that customer needs to feel understood, heard and served.
Therefore, it is important to have active listening as a key skill set to develop when dealing with customers.
When doing so, those in customer service should approach each conversation with the goal to learn something from the customers.
Then, after the customer is finished speaking, ask clarifying questions to make sure you understand what they’re actually saying. This is to ensure everyone is on the same page as to what the issue or problem is.
The ability to empathize with people is also a positive attitude when dealing with customers. Empathy can be described as the ability to understand other people’s feeling.
When listening to the customer, try to see the problem through their perspective so that the customer will be more receptive if they feel understood by you.
In addition to this, when attending to customers’ problem, using positive language is also helpful in taking the stress away from the situation.
Words are powerful tools in creating trust and relationship with customers, so it should be used in a positive manner.
Aside from this, the ability to clearly communicate both verbally and writing is also essential in customer service.
In Sarawak, this is especially important if those in customer service is dealing with someone who has a different native language.
When answering to customers questions, your tone should be clear, conscious and neutral.
In dealing with customers, they would want an explanation, but not necessarily in details as they would want their issues to be resolved quickly.
