Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx
by Kate Nasser |
Customer Service: Turn Sudden Relationships Into Bonds w/ 8 People Skills Steps
Customer service in most cases is a case of sudden relationship between the customer and the customer service rep. Often it is a startling sudden relationship in tough moments. Compare this to the advantages of longer term relationships in account based sales. This comparison sheds light on the challenges that customer service reps and technical support analysts face on every contact.
Customer Service: Challenges of Sudden Relationships
- No previous or existing rapport for the interaction
- Little or no prior knowledge of expectations
- No history of results to establish respect
- Little trust or confidence to smooth the way
Longer term relationships develop and enjoy:
- Understanding developed from observing people’s patterns of behavior
- History of results that develop a working comfort between account reps and customers
- Events over time that build openness, respect, and trust
Because the sudden relationships of customer service lack the longer term bonds of understanding and trust, the customer service reps, agents, and technical support analysts must quickly adapt to each customer.
They are developing a relationship, solving a problem, and building trust all at the same time. They cannot blurt out whatever they want to say. It is too startling to customers.
Instead, the best customer service reps and technical support analysts turn sudden relationships into bonds.
Here are the 8 people skills steps they take:
- Greet courteously with the respect of formality and the sincerity of some informality.
- Create quick connection by spotting the customer’s personality type and adapting to it.
- Capture attention by detecting the customer’s listening style and using it.
- Make it easy to communicate by using the customer’s jargon and language.
- Close the gap by paraphrasing the customer’s perspective.
- Smooth the emotion by caring without taking anger personally.
- Show urgency appropriate to the situation.
- Deliver help and solutions.
Customer service reps and technical support reps can turn sudden relationships with customers into bonds of satisfaction, loyalty, and referrals when they make the moment easy, productive, and memorable. Great people skills empower them to do just that.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2011-2017 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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