Brilliant Customer Service by Debra Stevens

By Debra Stevens

Continue them coming again for extra   outstanding customer support is your advisor that can assist you convey unprecedented customer support and continue your buyers coming again time and many times. It’s for an individual fascinated by any employer – even if you run your personal enterprise, deal with humans otherwise you are a buyer dealing with worker. It doesn’t subject what your finances is, you’ll locate plenty of uncomplicated adjustments you could enforce instantaneously to construct a hugely profitable customer support technique. great results ·        determine your consumers genuine wishes and the way top to satisfy them ·        construct belief and long-term loyalty together with your clients to stick sooner than the contest ·        ensure you are remembered and instructed

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Associations. Listeners associate with the customer too much and they start to relive their own memories and experiences in their head. The best way to deal with the above barriers is to practise ‘focused listening’. brilliant definition Focused listening Following the agenda of the customer, we must not be influenced by our own ego/beliefs, assumptions or judgements. Instead we need to ask relevant clarifying questions to find out more details and confirm our understanding of the customer. It’s important to summarise and reflect back our understanding.

Test assumptions with clarifying questions. Avoid making judgements. Paraphrase and summarise. Don’t ✘● ✘● ✘● ✘● Fidget or move around too much. Interrupt inappropriately. Follow your own agenda but go with the flow of the speaker. Make assumptions. 25 The cornerstones of brilliant customer service Listen between the lines Having good powers of observation is also very important for getting a clear message from the customer. This includes being aware of their body language, facial expressions and the tone and pitch of their voice.

You’re not an effective listener. You need more practice! The cornerstones of brilliant customer service To maintain the thin thread of connection, listening is vital. If a customer believes you are not listening, even for a couple of seconds, the connection will be lost. It’s the same whether on the phone or face to face. The questionnaire above will help you highlight areas to work on. You should also be aware of your barriers to focused listening. If you can identify these barriers, you can bring yourself on track quicker and avoid breaking the connection.

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