How can I offer perfect customer service
How does good customer service work? - The 7 best professional tips!
For successful companies, good customer service is an important distinguishing feature from the competition. Whether before or after the purchase of a product or a service - the service department is the central hub, externally and internally. If there is a problem there, it usually continues in many other places in the company. But what is good customer service? We would like to answer this question by letting our own customer service team have their say!
Every year, the performance of the yuutel customer management team is given an excellent rating by our customers. The success factors are Friendliness, competence, patience as well as a healthy pinch humor. Particularly important: the customer service will Not felt as a burden by anyone, but as a valuable part of a bigger picture.
With a total of 74 years of service experience Our customer management team knows all the tricks that are important when dealing with customers. Your 7 best tips we have summarized in this blog article!
The 7 best customer service tips from the yuutel Customer Management Team (from left to right):
Thomas Plattner (Head), Lisa Meitz, Igal Dzanashvili, Trischia Pagsinohin, Manuela Schreiner, Andrew Albrecht
1. Score with personal support
"Good afternoon Ms. Müller, good afternoon Mr. Schneider" - it is always a good feeling not to be just a "number". At a time when products and services are becoming more and more technical, customers are again placing more value on personal support. Direct interaction creates trust and a bond between service employee and customer.
Therefore, make sure that customers always have the same contact person if possible. If this is not possible, for example in a larger service center, you should at least ensure that customer concerns can be seamlessly taken care of.
How do you know if you've built a good relationship with your customers? Pay attention to the (apparent) little things:
“Of course, you always like to hear positive customer feedback. But the best thing is simply the little things, like being offered the 'you' and being greeted with your own name. "
- Manuela Schreiber, Customer Management at yuutel
2. Be a good listener and find the crux of the problem
Logical, right? Customers don't just want to be gossiped about, they want a quick and uncomplicated solution to their specific problem. Find through specific questions Find out all the important details and get to the heart of the problem.
Make sure that To actively involve customers in the conversation and not hastily selling a solution that might not fit or making a promise that you cannot keep.
“Ask very carefully until you really know what the problem is. That is the basic requirement for a quick resolution of the request. "
- Igal Dzanashvili, Customer Management at yuutel
3. Speak the language of your customers
That means not to hide behind technical phrases. Have customers different prior knowledge and can come from a non-specialist area. Nevertheless it is important to be understood by everyone. Avoid using English vocabulary and subject-specific abbreviations and do not get too technical.
If you notice in the course of the conversation that the other person already knows a lot about a topic, you can adapt to it.
By the way, a good tip for simple language is always: Think about how you do things Explain to your own parents would! Incidentally, that does not mean “selling someone for stupid” - respect must always be given.
“I try to adapt to the language of the customers and also to adopt their terms. If, for example, a VoIP telephone system is the 'Internet telephone' for a customer, then I call it that when I talk to this customer - and make a note of it for future advice. "
- Andrew Albrecht, Customer Management at yuutel
4. Remain honest and solution-oriented
What actually happens when service employees don't know what to do next? If the perfect solution is not immediately available, it is important to the customer not to pretend false knowledge or to fob him off with evasive answers.
Instead, let the customer know that you do actively work on a solution and clearly communicate the next steps.
“I take notes every time I talk to customers. If I can't help myself, I pass my notes on to the responsible colleague and inform the customer about the further process. "
- Lisa Meitz, Customer Management at yuutel
5. Have oral agreements confirmed in writing
Telephoning is still the fastest and most personal way to resolve customer concerns. With all the digital contact options that exist today, customers still prefer the phone - You should therefore under no circumstances do without excellent telephone support in your customer service.
Should you therefore only handle customer service by phone? No, because with any changes, adjustments to the contract or discounts, it is important to put new conditions in writing.
In this way, you can check at any time what has really been identified and the information is always available to colleagues (e.g. in the event of illness, vacation or change of employees).
"Even if advice over the phone is best suited to responding to customer inquiries individually and personally, you should always have what has been agreed upon by e-mail."
- Trischia Pagsinohin, Customer Management at yuutel
6. Actively collect and work with customer feedback
As a company, you can never really be sure how your service will be received by your customers - unless you actively ask them for their opinion! On the one hand, feedback helps Identify weak points. On the other hand, there are also the strengths from the customer's point of viewthat companies are sometimes not that aware of. You can further promote this and emphasize it in your communication and marketing, for example.
Also read: How to use negative customer feedback positively.
“I always consciously ask my customers for feedback. That is received very positively. Customers are happy that I take the time for them. "
- Igal Dzanashvili, Customer Management at yuutel
Apart from regular feedback questions in customer meetings, we also collect the opinion of our customers in a somewhat more standardized way in an annual customer satisfaction survey. This is a good tool to identify weaknesses and strengths in their entirety and to continuously improve your own performance.
7. Service employees need knowledge and responsibility
“I have to ask about that” - and you can already hear the happy doodling of the queue. In order for customer concerns to be processed quickly and efficiently, service employees have to have a certain Discretion be equipped. But that also requires a lot of knowledge, for example about handling special cases or dealing with difficult customers.
Also read: 10 Customer Service Skills Every Employee Should Have.
"All employees should work on a knowledge base, for example a common tool or database, so that the knowledge is always accessible to each individual and insights are not lost."
- Daniela Fehle, Sales at yuutel
One last tip:
If your service team does an excellent job, you reward it too! Customer service is often no picnic because there is usually a lot to do and not all customer concerns are nice and friendly. Acknowledge this achievement, praise the employees and give them e.g. chocolate gifts from time to time. 😉 If your service employees feel good, pass this mood on to your customers!
How satisfied are your customers?
Satisfied customers are essential for the success of your company. That is why it is always worth going into excellent customer service to invest and this one corresponding Status to admit.
How good are you here already? Here we have summarized 15 indicators by which you can tell that your customers are satisfied.
You can find many more tips for really good customer service in our free Customer service 1x1 guide:
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