Close your eyes for a second.
Think back to the last time you experienced great customer
service.
Was it at a restaurant with a few friends?
Maybe the waitstaff was really friendly.
Was it at a department store, where
their knowledge helped you choose exactly what you needed?
Or maybe it was after waiting on hold for quite a long time.
And the associate went out of their way
to help you resolve a nagging problem.
Thanks for holding.
Each of these interactions might only last a few minutes.
But within that short time, they can have a huge impact.
They can build brand loyalty better than any commercial.
They can turn someone's day around.
And for people who have chosen to work in customer service,
they are extremely gratifying.
We've built this course to help you level up your customer
service skill set.
By the end of this video, I hope you'll
have a stronger understanding of what makes for great customer
service as well as a few new tips and tricks
that you can start using immediately.
At its core, customer service is composed of half a dozen skills
and practices that help you address customer needs
and foster a positive experience.
These skills will help you no matter
if you work in a call center, a department store, a restaurant,
or really anywhere else.
So let's get into them.
First, there's the practice of active listening.
The difference between plain old listening and active listening
is intentionality.
Listening becomes active when you prepare yourself to listen,
when you really focus on both the verbal and nonverbal
language that's being communicated
and when you respond in such a way that makes the speaker feel
heard and validated.
That's the recipe.
I've got to tell you, I've been transferred
to five different customer service agents.
And I'm getting really frustrated.
No one can give me a straight answer about what to do.
I can only imagine how difficult and frustrating that is.
I'm really sorry this is happening.
Please tell me why you're calling today.
OK, so the tile order arrived, and some of my tiles
here are broken.
So you sent me replacement tiles,
but the colors don't match.
I guess it's from a different dialogue, whatever that is.
But no one ever asked me for that information.
OK, thank you for explaining that.
So it sounds like you've got two different tile
colors for one job.
Do I have that right?
Yes.
In a customer service scenario, active listening
communicates the message, your problem is now my problem.
I hear you.
Let's fix it.
Some members of customer service teams
often have a cue to help them get into the active listening
zone.
A call service agent might put on their headset,
start new ticket, and say--
Thank you so much for holding.
How can I help?
A retail team member might turn towards the customer, center
their weight, bend both knees, and lean in just a bit.
Practice active listening by getting in and out
of the mindset.
Again, this is a habit that you form with intentionality.
Another customer service skill is empathy.
Let's be honest.
You're not always going to be dealing with people
at their best moment.
Like, when a customer unloads on you because something
is priced wrong or isn't scanning properly,
it's not about you.
That customer is just offloading.
You've got to remember that it's not personal,
or else you won't be able to really hear
what they have to say.
You'll just hear how they're saying it.
Maybe you haven't been in their exact situation yourself.
But if you try, I bet you can identify with their challenges.
And when you can relate to just a sliver of that experience,
you empathize.
Empathy makes customers feel understood and cared for.
Don't worry, I got you.
The third critical skill for customer service
is the ability to problem solve.
Look, you've got to be on your toes.
During moments of crises, you may
have a customer who overshares.
Their luggage didn't arrive, and the flight was late.
And the car overheated, and this is the third time in two years
that this has happened.
So what do you do?
To begin, identify the problem.
What a difficult day.
I am so sorry this is happening.
So the problem now is that your luggage is missing.
Do I have that right?
Next, generate some solutions, pick the one that works best,
and get started.
All right, we've got a few different options.
But the best approach is to get a trace going.
That will get you reunited with your luggage
as fast as possible.
Let me start the process.
And, finally, evaluate the results.
And if appropriate, ask for feedback.
I am so relieved.
Your luggage is on the next flight.
We'll have it delivered to your hotel by 8:00 PM tonight.
Of course, you can have lots of empathy
and problem-solving and active listening skills.
But if you can't communicate effectively,
they're not worth much, at least not
to a member of a customer service team.
Effective communication is harder than it sounds.
It requires having an emotional balance and technical knowledge
of the products or services that you provide.
It also requires a clear voice, written or oral,
that is simultaneously personable and professional.
Here are a few ways you can start
practicing your effective communication skills right now.
To begin, when you're in dialogue with someone,
start to include small encouraging, comments
into what you're saying.
Next, wait to respond.
Make sure you let the person complete their entire thought
before you start to speak.
And, finally, acknowledge the emotions
that the other person is expressing.
It might be frustration, excitement, or bewilderment.
Let them know that you see it, and you recognize it.
As a customer service representative,
you were often the initial point of contact
between a customer and the company,
which means you have to know the correct protocol for responding
to a ton of different situations.
Got a question about an open-box return?
That gets transferred to the returns department.
Got a customer whose account is locked because of nonpayment?
Well, that goes to the billing department.
Got a frustrated customer who is demanding
to speak to the manager?
Yep, you guessed it.
That gets escalated to your manager's queue.
To guide your decision-making, most companies
will give their customer service team members a flowchart.
A flowchart is a diagram that represents different workflows.
They might be called step-by-step diagrams or maybe
a process chart.
But regardless of the name, they typically
show a series of conditional statements
with different outlined processes,
depending on the answer.
To be honest, they look like Chutes and Ladders.
Or maybe that's just me.
[MUSIC PLAYING]
Last but not least, I would definitely
recommend that you take the time to learn about the products
or services.
I can guarantee you that at one point or another,
a customer is going to ask which warranty package you think
is a better value.
Whether or not they should buy the sanded or unsanded grout
or what the differences are between the synthetic fabric
and a cotton blend, having a baseline knowledge
about your products or services will
help you address your customers' needs quickly and accurately.
So how can you get better at customer service
aside from gaining more experience?
I would consider asking for direct feedback
from customers, colleagues, and managers.
This can help you understand whether or not
you're providing a great experience for your customers
and what you can do to improve.
Remember not to take any negative feedback personally.
You are not your work.
Your work is your craft.
And like any master craft, your goal
is to get better and better.
Also, try and track down any customer service
evaluation forms or surveys.
They may be about you, or they may be more broadly
about the store or the products and services.
Either way, this feedback will give you a unique perspective
compared to what you'll often hear
from management or colleagues.
And, finally, practice, practice,
practice your new skills.
So the next time you're engaging with a customer,
try really bringing your A game.
The tips included here can really help.
Practice active listening.
Also, put yourself in the customer's shoes.
It'll help you empathize.
And, ultimately, it'll help clearly communicate.
Finally, remember your job is to problem solve.
So make sure you understand company policies as written out
in flowcharts or manuals.
And know your product or services
so when a customer asks you a question,
you are ready to respond.
Remember, customer service is a set
of skills, skills that can be practiced and learned.
That's how you can move from providing good customer service
to great customer service.
If you enjoyed this video, make sure to download
the Indeed mobile app.
Well, you're in luck.
Your luggage has been located by me.
Perfect.
Cut!
[LAUGHS]
All right.
Welcome to Hats and Chats.
My name is Barb.
This is a hat, and this is a chat.