5 Tips For Providing Top Customer Service

It is no secret that the customer’s experience is vital to the success of your business. One way to ensure a positive shopping experience for your customer is to ensure they are receiving top-of-the-line customer service.

For ecommerce companies, it is likely that your customer service department will be the only human interaction that customers will have with your brand. Here are 5 things your customer service department can do to provide customers with such a good experience that they will not only continue coming back for future transactions, but will share their positive encounter with friends.

Stop and listen to what the customer is saying

When a customer calls in upset the best thing you can do for that person is to  listen. Let the customer talk and finish what they are saying, before offering up a solution to the problem. In situations where the customer has a concern, their main need is to be heard and for the person on the other line to give them time to talk. In most cases, the customer tends to calm down once they are finished explaining the situation and why they are upset, and then we have the chance to step in and really “wow” them.

Use the customer’s name while talking to them

One thing our team always practices is to ask the customer for their name right off the bat, or if the customer gives their name…USE IT! Adding a personal touch like using the customer’s name through a phone conversation can really make sure the customer has a positive experience, and turns them around if they call agitated or upset. We don’t want our customers to feel like they are another number to us. We want them to know that we really care and want to do whatever we can to make them happy.

Give the customer what they want

Within reason of course. One of the many things I love about my job is that I have the ability to give the customer what they want. For example, if a customer is upset that they missed the free shipping threshold by a few dollars, then it is a good practice to give them free shipping. The decision to give the customer free shipping can turn a customer away or have them come back. I would much rather do what I can to have that customer continue to trust us and purchase with us again. Another example of accommodating the customer, is if they were to call upset because your company is running 40% off yesterday, and today they can only get 15% off, go ahead and apply the extra discount.

You are less likely to retain customers when you stand by harsh rules and turn away every request. Ultimately, we are here to make that customer’s day.

Admit mistakes openly, apologize and make it right

When things go wrong it does not do anyone any good to try to put the blame on another department, or someone else. If a customer calls and says that they were told we would send out a replacement for a defective product, and we didn’t do it, then we need to admit fault and apologize.

However, it is important to back up your apology by doing everything you can to correct the problem and make it right. Offer an extra discount on the order or upgrade their shipping for them. If you really want to go above and beyond, then give the customer your name again and say that if they have any further issues to call and speak with you directly. This shows the customer your sincerity and proves you are taking necessary steps to take care of them.

Let your smile be heard through the phone

One of the hardest parts of working in a call center is that you aren’t face to face with the customer. You can’t smile at them and show them that you are genuinely happy to help them. We have to work extra hard with our tone and our wording so the customer knows that we are happy to help.

Chassidy Lake is Team Lead for Customer Happiness Team at Readers.com.

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