When dealing with a problem, you need to approach it in a way which suits the circumstances. This statement is certainly true of customer service issues, especially when a customer or client might be irate or angry.
In order to avoid disaster, you need to ensure that you make the right impression and work to solve the problem at hand.
So, what are the main elements of quality customer service?
- The ability to listen
- The ability to obtain the facts
- An awareness of body language
- Understanding what the customer wants
- A desire to come to a good conclusion for all concerned
When a customer arrives in the reception area and wants to make a complaint, it’s important to take them away from the main reception, so they don’t disturb other customers waiting at the reception seating. From there, you can talk to them, listen, find out the facts, and work to solve the problem swiftly and effectively.
What other elements do you think are important in customer service?