Excellent customer service is vital to the success of any business. Ensuring your customers are satisfied will not only lead to better client/company relations, but also help your company generate more sales.
According to a study from Nuance Communications, 79% of consumers prefer to contact a customer service center by using the telephone, despite the influx of new communication technologies. Therefore, it is extremely important to invest in the training of customer service representatives, as their positive interactions with customers will ensure the growth of the business.
How do you get your customer service representatives to excel at their jobs and constantly provide excellent customer to service to your clients? To find out, we asked Clement Quirke to shed some light on his experiences and provide some informative advice on this topic.
Clement has been working with
Ash City for approximately three years. He is a Senior Customer Service
Representative and his experience has taught him how to successfully interact
with customers. On a daily basis he is exposed to different clients and issues.
He always does an exceptional job in responding effectively to their requests
and coming up with quick solutions. In this short interview Clement offers
advice and shares some experiences about what it takes to be a successful
Customer Service Representative.
What kind or work you do as a Senior Customer Service Representative?
The main focus of my role is to take inbound service calls from customers. The most common requests involve: placing orders, checking pricing and availability of stock, and following up on the status of orders currently in-house. As I work the evening shift, order resolution is also a big part of my job, which involves calling/e-mailing customers to obtain clarification on purchase orders submitted to us earlier that day.
What do you enjoy most about working for Ash City?
I really enjoy the friendly, easy-going atmosphere between staff and departments. Even when the pressure is on, especially during the busy season, we are still able to find a moment or two for a joke or a laugh, which helps keep stress levels in check and allows the day to move along as smoothly as possible.
What do you enjoy most about your career?
What tactics do you use to maintain the best client/company relationships?
I always follow up with customers. It is amazing how a simple follow up call will give confidence to a customer that you are serious about their situation and can be trusted to keep your word. Also, I am always completely honest with customers, I’m not afraid to admit when a mistake has been made and I always do my best to make it right as fairly and quickly as possible. Every company makes the occasional mistake, but it's how they are handled that ensures loyalty with the customer.
What keeps you motivated when you are dealing with a difficult customer?
Difficult customers are often so due to something that went wrong in a previous transaction with us. I know that If I can get it right for this client this time and the next time around there is a really good chance that this difficult person/account will soften towards us. Even if they are upset, they will usually have called us first and ask that we provide a solution, which in turn gives us the opportunity to prove ourselves to the client.
What tactics do you use when dealing with a difficult customer?
The first priority when dealing with a difficult customer is to listen thoroughly to the person and get as much information as possible. Apologize if required and then move straight to providing positive solutions that address the needs of the customer. Try not to point out what you can't do if at all possible, as this will only inflame the situation. Irate customers are often drawing heat from their end-user and want to re-direct it on to you to somehow lessen the pressure they are feeling. I find the quicker you can present a positive outcome to the customer that does not require much work on their side is the quicker you have a happy customer again!
How has experience changed the way you interact with customers?
Experience has helped me learn the correct tone to adopt given the specific customer/scenario. Difficult customers do not tend to be interested in small talk. They want to get to the point immediately, so you realize quickly that the best way to make it a positive call is to provide the solutions or answers required as efficiently as possible. Other customers like to provide a blow-by-blow account of why the situation is the way it is, and need to feel that you are listening and absorbing what they are telling you. Here a softer, more empathy-based approach works best. With experience one soon picks up on the best approaches to use given the situation at hand.
What advice would you give to someone just entering this career?
You need to be comfortable communicating with people, and be patient when you first start, as there is a lot to learn and everyday your knowledge and experience is being expanded. As always ask lots of questions to both your colleagues and clients, and work hard for your customers, as they will reward you for it with kudos and increased business.
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