Customer Service tips from a lifelong customer service rep

My first job was in high school. I did what a lot of guys in my small town did, I went to work at the local grocery store. Make no mistake, it was a customer service job. In fact, my I was called a courtesy clerk. We did almost anything but especially carrying groceries to the car.

I learned a lot about the importance of taking care of customers in that job. It was a great training ground for a lifetime of service-oriented jobs.

I worked in vending for a while. While you put snacks and drinks in the vending machines, you definitely want to put in those machines what people will actually buy.

For almost nine years, I worked in a bookstore. I often told fellow co-workers that “This is a retail job disguised as a bookstore job.” That was true, we are undoubtedly retail. And retail, like grocery, was primarily about customer service.

Then, for almost two years, I sat in a call center taking calls from mortgage customers. This was less about face to face interaction but more about phone interaction. It too was customer service.

I have picked up some things over the years about customer service. I even worked support for an internet provider for a couple of months. My time working with the web agency also included customers service. Some things that are hard for others come easier for me.

In a world that is increasingly driven by automation and technology, the soft skills is an area where your WordPress agency can be a differentiator.

Today, I am going to drop you some advice, some tips about customer service, from a life-long customer service rep.

The customer is always right, except when she’s not.

My first ever boss used to use the saying “the customer is always right.” I’m sure you have heard the saying. It is a simple way to remind your team to focus on the needs of the customer. If they have a legitimate complaint, it is best to make it right.

No one is disputing that. However, over the years customers have heard the saying too and they will take advantage of you.

You have to use discernment. The customer may be completely wrong and there may be no benefit to giving him or her what they are demanding. In that case, sometimes it is best to cut ties.

What about the time the customer claims a member of your team is or did something wrong, but you realize that your team member is not wrong or did not do what they said. Who do you want to burn? The customer who is trying to take advantage of you or a loyal team member. Choose wisely.

One time, a customer claimed I did something I didn’t do and my manager dismissed her pretty quickly because she knew me. That meant a lot to me and caused me to support her even more.

It is one thing to make something right that was wrong, but another thing entirely to give in to the whims of a customer who only wants you to do only what he or she wants you to do. Choose wisely

Customer service requires empathy.

Customer service requires empathy.  According to Psychology Today, “Empathy is the experience of understanding another person’s thoughts, feelings, and condition from their point of view, rather than from your own. You can imagine yourself in their place in order to understand what they are feeling or experiencing.”

Often empathy is missing from companies, and it is crucial for those in customer service. The business world refers to it as soft skills.

Customer service representatives who empathize with their customers, understand what they are going through, and reflect those things in conversations with the customers, differentiate good customer service representatives from the rest. Inc.

There are a few ways you can learn to practice empathy.

The first is to practice active listening. An article at Survey Monkey article says,

Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.” Survey Monkey

Next, apologize for any inconvenience. This is taught so much in customer service that it is noticeable when not used.

Finally, solve the customer’s problem. You may not be able to immediately, but work to a conclusion to solve your customer’s problem.

These three acts will go a long way to showing your customer you understand and empathize.

Double check when they tell you “our website is down.”

When a customer tells you something is wrong and they tell you “our website is down” or “the plugin isn’t working,” double check.

I’m not sure how many times people call in with a problem but ultimately give us the wrong problem. I worked customer support for an internet company for a while. It would not be uncommon for someone to send in a ticket saying their internet is down. We would check, and nope, it isn’t down. Therefore, there is another problem.

When I worked for a website agency, someone might send in a notice that their website was down. I would check, and sure enough, the website would be up. Again, there is a different problem.

Now, is important that you don’t contact them and tell them how wrong and ignorant they are about what they are experiencing (see empathy, above). You need to work with your customer who is not as knowlegable as you to determine the real problem.

That takes active listening.

Streamline support with a helpdesk

Look, some of us will look up the answers first. We will go to Google or search your knowlegebase for help. Take advantage of having a knowlegebase. Provide the best answers to common problems.

There are always a few problems you solve over and over again. Create tutorials in text and create videos. Add them to your helpdesk by way of your knowledge base.

Wrapping it up

When servicing the customer, deliver the “wow.” People remember the “wow” experiences. Treat them how you would want to be treated which is the mantra of the Discover Card commercials.

When you wrap up your customer service interaction, be sure to ask, “Is there anything else I can help you with?” This is so ingrained in me that I often ask that question instinctively as WordPress professional. This gives them one last chance to get help for something else.

Leave the technical language behind and speak using a language your customer can understand. Use clear communication.

Don’t pigeonhole your customers. I know it’s tempting to think they are all the same, but each customer is different. Their problems may be the same, but they are different individuals.

Go out and wow your customers with your soft skills. Customer service is your secret weapon, and it helps you stand out from your competition.