Customer Service Essential: Reading the Customer

Customer service is a delicate back and forth game between the customer representative and the client. Like any back and forth game there will be times when it is appropriate to attack and there will be times when it is better to defend. Of course, in the customer service world things aren’t so violent. Basically, you need to pay attention and realize when it is necessary for you to speak, when it is necessary for you to listen, and when it is necessary to end the conversation entirely.

In other articles I have discussed methods of improving your customer service skills by changing the way you use your body and language. In this article I will be discussing the ways you can read their body and language to figure out exactly what they are looking for in you.

Use these simple indicators to figure out where you stand with them you are dealing with and decide what your next move should be. Should you help them with something else? Change subjects and suggest a new product? Stop the conversation and move on to another guest? Be more concise? Picking up on your customer’s emotions will help you efficiently take care of them in a way they will be most satisfied.

1. Body Language:

Their body language can tell you a lot about what they need.

If they appear to be wandering aimlessly with a puzzled look on their face, or if they stand near a certain section items with their hands on their hips or fingers at their chin, it might be a good idea to approach them and ask if they could use any help. Chances are that they trying to make a decision about a purchase but needs to know a little more about it which is a perfect opportunity for you to explain things.

If while you’re speaking with a customer they keep turning to the side or if they gradually back away from you, its time to end the conversation. Just say something like: “Let me know if there is anything else I can do for you.” or “Have a nice day” and continue on with another task. This one doesn’t need your help and bothering him further will only make things worth.

2. Tone and Temper:

It is extremely important to listen to your customers. Reading their tone and temperament will enable you to skirt sensitive issues or proceed with caution. It will also allow you to act more casually if the case is right.

React to raised voices and low tones with a calm soothing tone of your own. Stay happy and try to be as helpful as you can. Explain things slowly and try to be appreciative of the their concerns. Hopefully this will avoid any serious conflicts and the problems will dissolve.

3. Subject Matter:

Listen to your customer. I cannot stress this enough. Sometimes they will ask you something when they really just want some general information. . . . → Read More: Customer Service Essential: Reading the Customer

Customer Service Essential: Consistency

As companies grow and the number of employees and departments expand exponentially it becomes a difficult task to get everyone working and thinking in unison. Consistency is one of the most important weapons in the customer service arsenal. Without consistency everything starts falling apart and confusion abounds. Stay consistent on the inside of the business so that you remain consistent on the outside where it’s most important.

Why is consistency so important? Why should we care so much about it? Well, it’s simple. One of the most aggravating complaints one can have is: One hand doesn’t know what the other hand is doing in this place! When the departments of a business aren’t working together to produce a quality product it drives customers crazy. They have to deal with being routed and transferred all around the company in order to get what they are looking for and if one department does one thing and another department does another, it becomes incredibly difficult.

For example: in the hotel industry one of the most common problems is making a reservation. Hotels brands are huge these days, they are worldwide and they have a countless amount of people working for them in different respects. When they want to make a reservation they have a few different options and all of these options must remain consistent with each other.

They can go online through the brand website to make a reservation, they can call central reservations to make the reservation, or they can speak directly to the hotel to make a reservation. If any of these has a different procedure or quotes the customer a different rate than one of the others, they are going to pick up on that and wonder what is going on. Consistency makes routine easier, it enables them to feel that the company is reliable because they work the same way no matter who he is talking to.

Major companies these days are perfect examples of consistency in action. A brand and all the restrictions that come with it are the ultimate consistency mechanisms. Brands lay out a simple easy to follow set of rules for all employees to follow and these rules and procedures are enacted in the same way every time.

The Marriott brand is a great example of consistency. When you step into one Courtyard by Marriott hotel you have practically stepped into them all. Each hotel franchise is built with a specific template and that template is followed across the entire globe with only a few exceptions here and there. Everything from the way the lobby looks, the uniforms the employees wear, to the words each employees uses to speak to you with is consistent world wide and the company is stronger for it.

When they know what to expect with a business, they are more inclined to use that businesses service. The business world is all about trust and disciplined consistency will build that trust in the customer base. However, you want to . . . → Read More: Customer Service Essential: Consistency