What
do you think about customer service improvements? Do you like that question better when it is a
bit more focused? Customer service is a lot like that, the more focused it is
the better it is.
So
boiled down customer service is better when focused on the customer. Before you think that is an over simplification
remember that not all customer service attempts are truly successful.
Are
you familiar with the acronym CARP as it applies to customer service?
The four stages of CARP are:
Controlling the situation
Acknowledging the problem
Refocusing the conversation
Problem-solving with the customer
By remembering and working through these
steps, your team stays on track even during the most embarrassing mistake. It
keeps the customer service session from veering off into other stages like
"insisting you're right" and "taking unnecessary abuse."’
‘
One important aspect of customer service is
learning when to say… "I Don't Know"
It's tempting to make something up or take
your best guess when somebody thinks you're an expert, but it's a mistake.
Instead, admit it by saying, "I don't know, but here's what I'll do to
find out." Then set a time to get back to your customer with an answer.
The next step is to learn to practice “Active
Listening.”
There's an expression: "Listen, don't
just wait for your turn to talk." Too many customer service interactions,
especially those run by scripts, fail to heed this advice. There are four
components to active listening:
Clarifying: Asking questions to make sure you understand a customer's ideas.
Paraphrasing: Rewording what a customer just said to confirm you understand.
Reflecting
Feelings: Using phrases like "that must have made
you angry" or "you seem pretty excited about that" demonstrates
empathy and shows that you're paying attention.
Summarizing: Finishing a conversation with a quick summary of the most important
points ensures that everyone's on the same page.
SMART Service Desk IT Service Management
Software is a great start to creating your very own customer service legends.
We know that your satisfied customers will return again and again. Let us help
you increase productivity, reduce operations cost and improve customer
experience with our ITIL compliant solutions. No matter the size of your
business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
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