Sameer is his name, exceptional customer service is his game
Starting off at Belong in 2020 as a Social Media Consultant, Sameer Masurkar was quickly promoted to Social Team Leader in 2021. A couple of years on and he’s now managing the entire mobile customer support team.??
When it comes to helping customers at Belong, Sameer has always gone above and beyond – and he’s got several awards to prove it. So, who better to talk to about customer service? Here are Sameer’s top five tips for acing customer service. ?
1) Put yourself in their shoes??
When it comes to customer service, Sameer knows that empathy is a must. From day one, Sameer has always put himself in his customers' shoes when assisting them. As a Team Leader, that’s now something he always encourages his team to do. ‘It’s all about helping my team create meaningful interactions with our customers.’ ?
2) Bin bare minimum - go above and beyond???
For Sameer, customer service has never just been about meeting customer expectations, but exceeding them. When approaching a conversation with a customer, Sameer says his goal is to create positive interactions and build lasting relationships. ‘While solving the problem for the customer is top priority, always be on the lookout for ways you can add a personal touch to the interaction. It might just make their day.’ ?
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3) Be straightforward, don’t sugar coat it??
When helping customers, there are going to be times when the outcome for your customer just isn’t that fab, no matter how hard you try. While it may feel lousy, Sameer says it’s a fantastic opportunity to build trust with customers. ‘By being transparent and setting realistic expectations, you’re going to gain the customer’s trust and reach the best resolution more swiftly.’ ?
4) Take your time – patience is a virtue??
‘No matter what industry you work in, taking the time to understand your customers and their unique needs is crucial.’, says Sameer. ‘While it may take some extra time, getting the whole story is going to make it so much easier to identify the root cause of the issue as well as the best solution for it.’ ?
5) Bring your amazing self to the conversation??
If you work in customer service, there’s a very good chance you’re a people person. Sameer says it’s important to apply those strengths during customer conversations. ‘Being myself has helped me ease the most unpleasant conversations and turn a negative into a positive. I can’t wait to continue working with my team to create more of those amazing moments.’??
I understand the importance of effective content creation through marketing and ensuring products are targeted to the aligned consumer to generate sales and repeat business.
1 年I have made 8 calls to customer service, and all 8 employees gave me the same response tomorrow your connection will be resolved not only has not one employee taken initiate to think let me follow up on this repeat call, and follow the incomplete task through to the end, but they also keep telling me who is an apparent authorised caller that they need to call my husband to verify this request, this is not customer service this is ticking boxes and following a script without zeroing in on the gaps me one caller and who knows how many others are facing. I am now looking which other provider can do the simple task of reconnecting at my new home.
Head of Channel Operations
1 年Brilliant Sameer!
Process and Knowledge Lead @ Belong
1 年Great work Sameer, lucky to have leaders like you!