TIPS TO MAINTAIN A POSITIVE ATTITUDE IN CUSTOMER SERVICE
Tips to maintain a positive attitude in customer service
The customer service agents have to deal with a variety of customers each day. Obviously, not all of them talk nicely, hence, making the job a stressful one. This causes exhaustion, anxiety, lack of motivation, uncertainty and frustration in the agents which may further lead to other negative outcomes that are not in the best favour of a company. This calls for the adoption of strategies that eliminate this stress and encourage a positive attitude towards the customers. Let’s have a look at the best ones:
Make use of the right software:
Providing your customer service agents with an appropriate software can help a lot. An efficient customer support software can help reduce a lot of confusions that are faced by agents while interacting with the customers. With a reduction in the desired actions and tasks, the agents can maintain a positive attitude more efficiently.
Encourage the use of positive language:
The words that your customer service agents use to interact with the customers play a major role in creating a positive environment. Therefore, it is advisable to train your agents to use positive language in the moments of uncertainty. Using positive language means showing empathy for a customer’s situation, apologising for any inconvenience and showing consideration for a frustrating situation.Such a language shows confidence and is encouraging enough to the customer.
Focus on the quality of information:
As a matter of fact, customers want quick answers and relevant information. So, that’s what you should strive for. Consider instructing your customer service agents to provide up to the point information to all the customers who have any queries.
Be upfront about your faults:
Customers appreciate it when you admit your mistakes and apologise for the same. So, it becomes your duty to admit if the fault lies with your company. Also, make it a point to be patient enough while providing the information required by your customers.
Deliver more than you promise:
When you exceed your customers’ expectations, they love it. You should not just aim at query resolution but should also look out for opportunities beyond this. In other words, you can provide them with a free upgrade or webinar or whatever you find convenient. This will help boost the number of satisfied customers and create a positive attitude in your customer service.
Source: Live Chat Agent