Customer service: how to interact with customers effectively.

At work, I just got transferred to a new department. Previously, I managed the online community; now, I manage the offline community. Among other things, this means engaging with customers, obtaining their feedback, and providing them with the support they need to expand their businesses. It's a very intriguing role; I'm not sure how I feel about it yet, but I realize that in order for me to succeed in my goals as a marketing lead, I must work in various marketing departments and in different capacities.?

One of the things that truly irritates me is when a customer care agent does a really terrible job. I feel extremely agitated when I witness poor service. I constantly feel bad for business owners because they are the ones who suffer pain and loss—they are the ones who lose clients.

In my short time as a community engagement manager, I've learned a few tricks that have helped me connect with customers more effectively.

The first thing you must do when calling a client is to be optimistic. Calling a client you have never met is never fun, especially if you have to call multiple people, therefore it's crucial to seem enthusiastic and happy. I always sound upbeat when I call customers, which encourages them to listen to what I have to say.

It's essential to identify yourself before confirming that you are speaking with the right person because I understand that clients can be pretty suspicious when they don't know who is speaking. "Hello, good afternoon, my name is Keren from Kwiksell, please, am I on to xxx?" is a great example of the appropriate dialogue.

Also, asking them if it is a good time to talk while also giving them a hint as to why you are calling will get their attention. For example, "Sir, is this a good time to talk? I would like to talk to you about our customer appreciation program." This tactfully conveys to the customer that the call will be helpful to them. When I do this, I receive a favourable response 70% of the time.

The optimal time to call a customer is between 10am and 12pm, when they have had time to settle in and right before their launch break. Don't call too early or too late. I've seen this from experience. They are already exhausted and have likely had a difficult day when you call them in the evening and when you call too early in the morning they are just getting their day started and trying to plan and strategise. Timing needs to be carefully considered.

Be genuine; people can tell when you aren't. A lot of customer service representatives simply read scripts, which is extremely frustrating because it makes them sound like robots. I use a script when I have to make a call, but I take the time to read it, comprehend it, and attempt to transmit the message in the most human way possible. I strive to make the customers feel as though I actually care about them because, at the end of the day, I am representing my company.

It takes a toll on you and your mental health working in customer service, so it's important to stay grounded, try not to take their critical feedback personally, be empathetic, and understand that people are going through a lot. Sometimes it's easier to take out their frustration on someone they barely know. Additionally, learn to take rests. When speaking with customers, you are giving a lot of yourself to them, thus you need time to recharge.