Customer Service Skills - Get more Customers !

1. Introduction to the course !: Hello everyone. I'm very excited to welcome you to my new course on customer service skills. Well, let me ask you certain questions. You don't know how to handle customers. You find it difficult to deal with angry customers. You like to work on computers. Rather than interacting with customers. You're not know how to talk to someone over the phone. You lacked customer service skills. Well, with no more excuse, you have reached the right place. In this course. You are going to learn customer service skills, learned with me, but over a decade of experience in dealing with difficult customers. I'm going to teach you and make you a thyroid professional. In this course, you are going to become a professionally confident and positive with job orientation. This course is for professional students and learners. In this course you're going to learn the basics of customer service skills. What are different skill sets required for you to handle customer service? And how you can become a better customer service executive. I'll share my experiences on dealing with difficult customers. Can you pass the test? Let's start to learn customer service skills. It's time to grow and live with courage and confidence with a 100 per cent success. Let's do this. Let's enroll for this course. 2. What is Customer Service ?: Now what is Customer Service? Have you ever called a company? And you noticed that the customer service executive over the phone is very nice. He solved your problem in a very effective manner. He didn't take much time. And it also greeted you, spoke to you very nicely with lot of compassion. And it was really nice to talk to that person. After the conversation. What kind of image you made about the company? You had a great image that your problem muscle. This is what customer services, customer service is all about serving the customers. From the perspective of the company. As a customer service executive, you carry the image of the company. So if customer services good, the company is good. It'll have great word of mouth marketing. The company will reach to great heights. Many people ignore customer service, but just an investment. The better customer service you provide, the more customers you are going to acquire. A customer service is really important. It is a source of revenue generator. As I said, better customer service, happy customers. They'll speak to more customers and they'll be your brand ambassadors. They'll speak about your product. Don't require a sales executive or marketing sales representative to go everywhere and talk about your company. These people themselves do. Your customers will talk about your company. They will multiply your revenue. They will act as your brand ambassadors. So customer service is a cornerstone and every interaction that you have with your customer is going to make an impact on how that customer perceives you as a company. So if I talk about some of the important principles of good customer service, the first is being pustules. Now, who would not want a personal touch in any of these services? Now, last week I gave my guard for servicing. It was my second service which is free. Now after I receive my car back, which was quite good, in a good condition and the service was quite good. I received a call from the customer service agent and she asked for feedback. This is personalized, touch the border to call the customer to ask, how was the service. Any problem are you facing? And if you tell any problem, there'll be able to help you with that. They'll pick your vehicle and get it repaired or whatever work is, you're not happy with it, get it done. How good is that? Now this is called personalized service. The human touch. This is required. And this is what makes you differentiate from the other companies who believe that customers are just to set a product, not what happens after the product is sold to the customer matters a lot for you to be a long plan, a long-term planning the industry. So instead of thinking of service as a cost, it is an opportunity where you own customers, respect customer's confidence, their belief, their faith, and build bio business all over again. They'll bring people along with them. The second aspect is competent. Now, just imagine you are a customer service agent. You are selling a product. You are representing a company which is selling a microwave oven. Now the customer comes to you and ask certain questions. He would ask you, what is the USP of this microwave oven. But you as a customer service agent, are not aware of it. So what kind of impact would it make on the mind of the customer? The customer will have a poor impression, right? So your competence, your knowledge about the product plays a very important role in customer service. The more knowledge you have, the more competent you become. So if you are a part of customer service, ensure that, you know each and everything about the product. You know what you're offering, you know about your company. So any question which is being asked from the customer, you are supposed to answer that question. And many times you will not have answers. That's completely okay, but you should make an effort to get the customer the answer by talking to your seniors or by letting the customer know that you care what he has asked in, you'll get the answer. That shows your competence. And this is what is one of the important principles of customer service. 4. What are the Principles of Customer Service ?: The third is convenience. Now, just imagine a customer who is traveling through air and while traveling, he, he finds out that has debit card is lost. So he's at the airport. He finds out as debit card is normal there, and he gets anxious, he panics and he just makes a call. He has a customer service number over the phone. He makes the call to the company and he blocks is debit card so that no unauthorized use can be there. So will the customer be happy? Yes. Have you made the interaction with the customer convenient? Yes. Why? Because you offered a telephone number where he can talk. Just imagine if there was no telephone number and the customer had to go to the branch, only then is problem would have been solved. That offer convenience? Absolutely not. So the more convenience you offer to the customer in terms of customer service, the better your brand becomes. More easy it for, it is for the customers to figure it out. So as I said, it's not about selling a product. It's about how you deal with the customer after the product has been sold. This is what makes your product stand out. I have seen many brands fill out on the customer service. They have amazing products. But one simple deficiency, one simple problem. And if the quality customer service, and if they don't get proper help, the entire image of the brand the company detour, creates. It shatters like anything. So most of the mobile company more than focusing on their products, they are now focusing more on customer service. Approach has changed. The era of social media. Any bad feedback or comments can be a bad name for your entire brand. It can destroy the reputation of the company. Your sales may go down like anything. Would you take that risk? Absolutely knock. And that's why all the companies are investing so much in customer service. And this is a great opportunity for people who want to be in this field. Also, the customer expects you to be proactive. Proactive in terms of how you are dealing with the customer. For example, I've ordered a table, which is a word table from a branded company, and I've received the table, now, I receive a call from the company wherein they want to know the preferred time for me to allow the executive to come to my home and he'll fix the furniture, he'll arrange it and he'll make it stand in a proper way. That's amazing. That means the company's proactive. Big company knows that the delivery has been done. They get a message on their mobile phone. Now they have proactively made a colon ensured that they find it convenient, a time for the customer wherein they can visit the home and can fix the furniture. Now that's called being proactive. The more proactive you are, the better customer service you're doing. The more engagement you are doing, the more promise you are giving to the customer, the more happy the customer will be, and the better it is for your brand. Just imagine the review which the customer will write on Amazon or Flipkart, who the other customers will read and favorably make an order, right? So being proactive is very, very important when it comes to customer service. 5. What is Customer Service Skillset ?: Imagine a customer call you and he says that I want to order one television for myself. We don't have that television now. Now this is a very poor language. This is a very rude and arrogant way to speak to a customer. Even if the gap, the computer or the TV is not there. You can politely in family customer. So I'm sorry, I present the computer is not available in stock. However, next week it is there in this talk and I'll personally make a call and inform you when it is available and you can place the order simple. So your ability to use positive language, not start on a negative tone or on a negative contexts that we don't have it. We cannot do anything known. Awesome, sorry, we cannot help you with that. This is not the way to deal with customer. This is poor customer service, or good customer service is when you use positive words and positive language, there is a way to speak the negative words as well. Even if you don't have that thing in stock, you can politely inform the customer that you'll be able to deliver that to him or her clear communication skills. Now this is very, very important. Many a times b, the customer service executives are not able to clearly communicate what they want to speak to the customer. And that's how most of the times it has been seen that very few of the efforts which they make an order to communicate gets acknowledged by the customer. So it is very important to clearly communicate what you have to say. There should be no ambiguity between what you want to convey and what the other person wants to hear. So your communications would be simple. It should be effective. Your sentence formation, no use of any jargon. Absolutely simple language in a very polite manner. And that's how your communication becomes clear to the customer. Also, your ability to manage tiny while dealing with customer plays a very important role. The more time you give to listen to the customer, the more time you will spend resolving, the less time you will spend resolving the problem rate. So many times, I see that the customer service executives don't pay attention. They don't listen to what the customer has to say and they start offering solutions. But that's not, that's not what the customer wants. So let the customers speak for two minutes, one minute. Let him speak whatever he has to just listen to him in. Once you listen, you will automatically know what the problem is and you'll be able to give the best solutions. If you stop the customer halfway and you think that the customer problem assault, That's not the way he'll again, take the same time to just convey what he has to take your own time, so that is not used using your time effectively. So effective time management skills plays a very important role. And it has to be ensured that you are dealing with the customer and ineffective time manner, your ability to eat customers, your ability to understand customer. If the customer is physically present in front of you, his body language, his eye contact as body posture has confidence level. Whether he's interested, whether he wants to genuinely buy the product. You can sense that. You can read the customer, right? So your psychology, your understanding of the customer mindset, will play a very important role for you to become a good customer service executive. Goal-oriented focus. All the customer service experts or need to have certain business goals. They need to know the objective of the customer service, their requirements. Their job is to make the customer feel good and happy. And at the same time, this problem should also be resolved. So all the goals of the customer service executive should be there in front of them, right? Tenacity, a great work ethic. Your willingness to do what needs to be done, providing the service which is not only good for you, but also becomes a memorable experience for the customer. You talk to the person in such an ice manner that the customer feels so good even after the call, he is just thinking about you. And once the feedback goes to him, he'll give you a brilliant feedback, right? So that's how things work. You're closing ability, your customer satisfaction, the way customer fields. Blasting with the customer one is very, very important now many times. In fact, this happens every time in the hurry to complete the colon to handle the customer query. You just listened to one problem, give the solution and you just hang up the call. But that's not the way you need to ask. Is there any other problem, I mean, solved. Why? Because if that problem is not solved, the customer will call again. Let the customer talk about all the problems the customer has with that particular product. So that he doesn't call you again and again. Make the customer happy ones do not give the opportunity for the customer to call you back again and again with different problems. In one call, tried to resolve all the problems which the customer is facing. Empathy, as we all know, we need to understand what the customer is going through unit, we need to think from his perspective, we need to get into his shoes and make our customer service better experience. 6. Some Important Customer Service Tips ?: Let me give you some tips and tricks to deal with difficult customers. First, you need to keep your communication professionals. Do not, at any point of time leave your professionalism as opposed to as a company representative, you need to be very professional in your dealings, in your body language and your voice and your communication. The way you look and the way you talk with the person, remain calm and collected no matter how aggravated the situation becomes, no matter how angry the customer becomes, you need to control yourself because you are not going to aggravate the situation by becoming the same person, What he is, right? Always try to speak softly. The more softly you speak, the more easier it is for you, Andy customer to understand things in a better way. Practice active listening. This is a key and customer service. The more you listen, the more you understand what the customer is saying, why lessening, the better you'll be able to resolve the query. Give them time to talk, let the customers speak himself or herself. Then you can start on a solution. Understand the customer's point of view, whether he's angry, whether he is happy, whether he has a complaint, whether he has a point to make. Always understand what is his perspective, what he wants to convey, how is he feeling. At that moment. You also need to assess their needs. Assessment you'll need of the requirements and needs. The more products you can sell. It's not only about a product which the customer has called you for. You can also up-sell or do up-selling of some other products, which could be subsidiary products and you can become a great sales representative as well. Like for example, a customer might have called you for a problem and has gas connection. So you have given them a solution that you need to properly close the knob and you have suggested certain measures as well. At the same time, you have also given them a solution that this is a new device which we have just launched, will detect the gas leakage from your cylinder. And this will be very helpful for you. So why don't you try it? Oh, yes. Why not just send me I'll pay pay for it. So you have understood the requirements. You have. Pitch the new product and it's a sale. Brilliant. Seek a solution. Always try to come to a solution to a problem. Asked for support? Yes, many times it's not always that the customer will ask for support, even you may ask for customers help to help him. So please help me to help you. So this way the customer will do everything what you are seeing and you can come to a proper solution. For example, it's a technical problem. The customer is not able to open a software. And you over the phone half to guide the customer to open the software. So that can only happen if you take his help, right? So maintaining positive relationship, positive conversation will always help you. So this is something which has to be kept in mind. Always seek positivity while you're dealing with a customer. 7. How to handle Difficult Customers: Now how do you deal with difficult customers? As a customer service executive, You will definitely receive customers who are very angry. It could be because of a service or because of something which they might have felt bad. It could be your product. Now, your ability to handle difficult customers will play a very important role for long-term sustainability of your business. Your proper customers would help to retain customers. Antonio, negative situation to a positive one. So a customer who might be angry with you, but if you handle his query has problems. In the most effective manner. This customer itself can change to be an advocate of your product, he'll become so happy, delighted with the kind of service which you have offered to him. He will be extremely happy to share the experience with others and he will become an advocate for your company, for your organization. So that our customers can be broadly classified into angry, indecisive, demanding, and critical. Now we'll discuss about each of these types of customers one by one. Now let's talk about a customer who's angry. Now, this kind of customer will straight away start shouting on you because he's not happy with the kind of service. For example, you might have recharged his D2L account, but the balance might not have updated because of which he is not able to watch his favorite TV show. And he gets really furious. So we'll call you and outer knew why they have the balance has not been updated and I'm not able to watch my D to H. I'm not able to watch my favorite show, ganglia updated as soon as possible and let my TV Start. Now, what, how do you deal with this kind of customer? Now the first thing you need to do is you need to come this person. You can straightaway do that. So I really apologize for the inconvenience. I understand what you're going to adequately provide you the solution. Just helped me what your name and your phone number. That's it. You have listened, you have acknowledged you have understood the problem, you have empathized with the customer, and you have also done your job of asking his name and phone number without which you cannot proceed. So the first incident itself, you apologize. So you have lower down his God. Now he is even he may be angry, but he may not be as angry as he was once he made you a call because you have understood the problem. So you have to keep your voice at a normal level. Never reciprocate the customer with anger because that is going to aggravate the situation and will make the situation even worse. So you can say that I would really want to help you. I apologize for the inconvenience. I apologize for the product which you have received, which is the default product. I'll ensure that it gets replaced as early as possible. I understand how inconvenient and frustrating you must be feeling. So even I was even I had one experience similar to that one. So I can understand. So let me help you with how we can solve the problem. Now, the next type of customer is indecisive. Now this time, this type of customer is very difficult to handle. Now, you have told them about the project. He has asked a lot of questions. That product, It's something which he wants to buy, but he's not able to take the decision. He's taking lot of time to make the decision. He's asking so many questions. He is quite finicky about the product. He doesn't know what and why and whether he should buy it now or should we buy it somewhere else. So there are a lot of doubts and as mine, so this is something which you as a good customer service executive needs to handle. And indecisive customer is a customer who can become your prospective customer if you answer all his queries. So the moment you find this kind of customers, you need to first acknowledge and accept that this person is not in a position to make a decision. So in order to make his decision possible, you will talk about all the things which you want. So he will, he will ask questions, just understand his perspective what he actually wants to know. The more question he asked, the better you'll be able to understand. So once you have understood what exactly the customer wants, you tried to clarify each and every doubt, one-by-one, giving examples and showing that in the product demo as well. So this customer will take time and you should be ready to give time. Because now you understand that this person requires some time to make the decisions. Real acknowledgment of understanding this is an indecisive customer will help you to give proper customer service to this person. So you can ask questions, you can offer suggestions, explain where the product or the service can be used to show live demonstrations and make the customer feel convenient with the product. The next type of customers demanding now, this kind of pass customer will want more things. Even if you gave him something, he would be asking you to give something more, right? So his needs won't be fulfilled. Even if you showed the best product, he will demand something even better. So he'll be asking for offers, some better deal he could get. So he'll try all his best to get the best deal review. And this is where at a point where you are not in a position to help, you can definitely politely refuse the customer as well. I'm sorry. So but that is beyond my reach. However, I'll try to speak to my manager if that is possible, will surely help you with that. But to be very frank with you, this is the maximum which we can offer you. Unfortunately, I'm unable to fulfill this requirement at present because there is no such offer from the company's n, but still so for your convenience and since you are insisting so much, let me just confirm it with my manager once again. So you are giving some sort of relaxation, some sort of console to the person. So this person will feel good. And eventually he made, he might take the decision to buy the product as well. Now critical. Now this kind of customer will find problems with your product. This is not good. This should have been better this way. I'm not happy with your services. So this kind of customer can be very difficult to handle for a customer service executive, however, this kind of person might be very honest as well. He will give you an honest feedback. Even if the feedback is not appropriate or not, right? As per you, you have to listen to the customer and think from his perspective. So 200 critical customer is something which you have to take all the suggestions. Oh, so that's something which we will definitely look into. If that is a suggestion, I'll take your feedback and I'll get it back to you. This is what we can offer at this at this time. However, if you want to know more about it, I'll give you a callback and I'll inform you all the details. Or I can also email you the catalog. So this is how you can handle a critical customer. Handling difficult customer is a skill, is something which you would take time. It takes a lot of practice. There are certain strategies which you need to follow. As a new person, you might not be able to handle these types of customers. But eventually over a period of time after dealing with these type of people who are angry, critical, indecisive, and always demanding. You'll be able to definitely handle difficult customers. And once you start doing that, you will not only become a good sales representative, customer service executive, but also you will be able to handle any kind of situation and people around you.