Here's how you can excel in customer service, whether in-person or over the phone.

a) In my experience, active listening is fundamental in both face-to-face and telephone customer service. b) By listening carefully to the customer's needs, I can better understand their concerns and offer more effective solutions. c) This creates a positive experience for the customer, increasing satisfaction and loyalty.

When a customer talks, give them your undivided attention! Active listening is key to top-notch service. Focus on their words, tone, and body language. Show you care by nodding or verbal cues. It's not just about hearing their issue, but understanding their needs and responding with empathy. Remember, listening is about connection, not just waiting for your turn to speak!

Hearing customers' stories can give you many opportunities to improve their experience. Even when a customer brings you a complaint, reiterating it or contextualizing it back to the customer can show that you are taking their issue seriously and understand their dilemma. Often, customers with complaints and problems only want to be heard and speak with someone who brings that human and personal touch to a conversation. Especially in today's environment, customers are often first met with an automated system that can be frustrating and difficult to navigate.

To excel in customer service, whether in-person or over the phone, always listen actively to understand customer needs. Communicate clearly, courteously, and empathetically. Maintain a positive attitude and stay patient. Resolve issues efficiently by using your knowledge and resources. Follow up to ensure customer satisfaction, and continuously seek feedback to improve your service skills.

L'écoute active présuppose une capacité d'analyse et de réflexion de la part du collaborateur. Effectivement, tout ce que nous dit le client est important pour connaitre le cas qu'il nous présente, son état d'esprit, son historique, etc... Il ne faut donc pas perdre d'information et la reformulation est ici primordiale pour assurer au client que nous avons bien compris ses dires, mais également pour s'assurer de travailler dans le bon sens pour lui apporter la réponse la plus adaptée. Dans cette écoute, il est également nécessaire de montrer une empathie sincère au client, pour que l'échange se déroule dans la confiance et ne soit pas parasité.

Every professional should strive to understand empathy, not only when dealing with customers but also with coworkers. Putting yourself in someone else's shoes can be tricky since we all lead different and unique lives. Still, our interactions become more impactful when we find that point of commonality or understanding. During Hurricane Harvey, I met many customers who had lost a lot. One of my most impactful meetings was simply eating lunch with a customer when the Red Cross truck came by. I didn't ask for him to bring me a meal but he did anyway. We simply sat and ate, and I let him talk about his situation. Even though I had not lost anything, just being someone like a friend when a person is in need is all it takes to show empathy.

My work experience primarily involves Insurance, which can be full of jargon and legal terminology. Most customers are not steeped in the terminology and need help understanding their policy contract's full details. I have found that educating customers and explaining the contract and what it can and can not do for customers in the simplest terms leads to more effortless conversations. Especially in the insurance world, any time a conversation can be made easier, it means better customer service and better customer experiences.

My number one rule when dealing with customers is to be honest and prepared. Any advanced information regarding their issues allows for good preparation and anticipating their needs. Even when presented with new and unknown problems, being prepared makes all the difference. When presented with a complex or challenging situation that does not have an immediate solution, having the proper communication tools to discuss the next steps with the customer can keep problems from growing bigger and out of control

Good customer service means knowing that the only promises made are the ones that you can keep. One of the most straightforward and meaningful promises I received was a Customer Service Representative calling me at 5 p.m. on a Monday after our previous Friday discussion. Despite the weekend and the flurry of issues that often accompany each new Monday, this Customer Service Representative held to their promise to call me at the specified time and date. While it may not seem impactful to everyone, sometimes it's just the right call at the right time that can turn someone's day around.

Lorsque la résolution directe (1 échange) de la demande client n'est pas possible, il est essentiel de respecter son ou ses engagements ou d'être proactif en cas de pépin. Le climat de confiance avec l'entreprise peut parfois être faible, voir inexistant. Respecter ses engagements et assurer un suivi optimal d'une demande permet donc d'augmenter ce capital confiance avec le client.

Chaque client est unique, quelle chance donc de pouvoir personnaliser chaque échange avec sa clientèle. Un nom, une situation, une anecdote, etc... favorise un dialogue serein où le client sera mis dans des conditions optimales puisqu'il sera considéré et se sentira écouté. Il est alors fort probable qu'un climat de confiance et de proximité soit établi. La touche personnelle est donc le "petit plus" qui peut dinstinguer un service client d'un autre et favoriser la satisfaction client, la transformation d'un pépin en pépite, la fidélisation client, etc...

Having spent over a decade in customer service, I've learned that true excellence hinges on a few key principles, regardless of the medium—face-to-face or over the phone. Listen with Intent: Absorb their words fully. Personal Touch: Address them by name, acknowledging their unique situation. Proactive Solutions: Anticipate their needs and offer comprehensive solutions. Follow Through: Ensure the problem is resolved to their satisfaction and check back if needed. Stay Calm Under Pressure: Maintain composure to think clearly and resolve issues efficiently. These principles help build lasting customer relationships, turning one-time interactions into long-term loyalty.