How to Provide Good Customer Service
People are at the core of customer service. Unfortunately, customer service can be frustrating for both businesses and customers. Mistakes happen. What's important is how your business handles them. At Solo, our philosophy is to help customers in any way possible. Our testimonials page is proof that our philosophy works. Here are some statements made by our customers:
"SERVICE. I used capital letters because of the high level of service I have received. Excellent response time and content."
"It's rare to encounter this great service in today's world, and for that I'm greatly appreciative for your help.”
Krystal's Customer Service Advice
Last week, we interviewed Krystal on how she provides excellent customer service. Krystal has worked for Solo's order desk for one year. Her dedication is rare. In the past, Krystal has personally experienced negative customer service. Her personal experiences motivate her to go the extra mile. We asked Krystal how she handles customer requests. She gave the following advice:
The first thing Krystal does when a customer is dissatisfied is to show empathy. Empathy is crucial in customer service because it signals to a customer that you care. For most people, calling customer service is not a pleasant experience. The last thing a customer wants to deal with is an uncaring attitude.
Next, Krystal gathers as much information as possible. Active listening is a crucial step here. Krystal will repeat the problem to make sure that she doesn't miss any details.
Krystal uses technology as a resource to accommodate customers. Sometimes, a customer doesn't remember the name of the product. Krystal will use whatever technology in her arsenal to find that information. For example, she might ask a customer to send a picture of the product.
Flexibility is a necessary skill for customer service representatives. As a customer service representative, you should bend to the customer's needs, not the other way around. Don't make a customer work harder than necessary.
Don't Take it Personally
Don't take frustration personally. Customer service representatives sometimes get the brunt of a customer’s emotions, but it's never personal.
Favorite Part of Solo
At the end of the interview, we asked Krystal what her favorite part of working for Solo is. Her favorite things include her co-workers, the work culture, and the customers.
Call, email, or see us for any reason. We'll always welcome you with a caring attitude.