Customer Service Skills | Customer Service Essential: Reading the Customer

Customer Service Essential: Reading the Customer

Filed Under Customer Service Essentials | Leave a Comment


Customer service is a delicate back and forth game between the customer service representative and the customer. 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 your customer’s 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 the customer 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. Customer Body Language:

The body language of a customer 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 customer is 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 customer doesn’t need your help and bothering him further will only make things worth.

2. Customer 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 customer’s concerns. Hopefully this will avoid any serious conflicts and the problems will dissolve.

3. Customer Subject Matter:

Listen to your customer. I cannot stress this enough. Sometimes customers will ask you something when they really just want some general information. When they ask: “Are there any restaurants in walking distance of you?” they are really telling you that they are hungry and looking for something to eat. When you can understand the subject behind the sentence it is much easier to give a well reasoned and adequate answer to any question.

If a customer starts talking at length about his personal life, he might be lonely. Listen quietly and agree with them whenever they ask you something but don’t be too assertive. You want to be casual and friendly but not too personal. It is always a good idea to keep a certain amount of emotional distance so as not to pry, but if the customer needs someone to listen to them you can provide that. Generate warm fuzzy feelings of compassion in your customer base and you’ll be able to establish reliable bonds and keep them coming back for all of their needs.

Practice listening to your customers and pay attention to their body language. Eventually you’ll realize that some of the other factors to improving your customer service skills will step in as well. When you’re listening attentively your body posture gets better naturally and your tone will be caring and respectful. Everything works together.

Comments

Leave a Reply