Your Customer Service Representatives' Attitude Can Have A Direct Impact On Customer Retention.
In today's challenging economy, it is important for your organization to continuously provide "GREAT" customer service. And great customer service includes appearances because first impressions matter. A good appearance will help you retain your current customer base because they continuously form a mental picture of your business. Although not everyone can have a great day at the office, it is important for you to examine your customer service representatives' spoken and un-spoken words. Although it sounds simple, many business owners choose to ignore a rep's quality of interaction with customers and look primarily at how many calls per hour and how many rings it takes them to answer a call.
Organizations with excellent customer service know that a customer's satisfaction rating stems from a series of interconnected disciplines...disciplines that drive profitability and growth. This complete experience is what can cause a customer to become a loyal customer and an advocate to promote your company to people they know.
Each Time Your Customer Service Reps "Deal With" A Customer, Your Corporate Attitude Is Showing.
As a business leader, let me ask you this, "What attitude do you want to show to your customers and prospective customers? The answer should be instantly obvious to you.
Great Customer Service Reps Have These 8 Competencies:
1. Attitude: A great customer service rep maintains a friendly, positive and enthusiastic outlook NO MATTER how negative a customer is on that day.
2. External Awareness: A great customer service rep sees things from multiple points of view and becomes an advocate for the customer while maintaining a balance on what is best for the company.
3. Customer Experience: A great customer service rep leverages positive experiences to create customer loyalty and long-term relationships.
4. Stress Management: A great customer service rep differentiates between positive and negative stress so they can maintain a balanced attitude.
5. Interpersonal Skills: A great customer service rep displays a consistent ability to build solid relationships inside and outside the organization. They also know how to change a negative customer into an advocate for the organization.
6. Communication: A great customer service rep practices active listening skills complemented with strong oral and written communication skills.
7. Influence: A great customer service rep consistently directs situations and inspires internal and external contacts for an all-win situation.
8. Adaptability: A great customer service rep is open-minded and demonstrates flexibility when faced with changes and challenges at the office. They are also flexible when change does happen by looking at the positive aspects of the future.
Summary: The foundation of creating an immensely positive customer service culture is to understand and manage everyone's expectation(s), go the extra mile when things don't call for it and be an advocate for the customer. A great customer service rep also knows what the "right decisions" are when talking with a customer who needs help and can communicate which things to change when talking with the executive management team.
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