How to Provide Good Customer Service on the Internet

Although it’s all virtual, it’s all “reality” when it comes to customer service on the Internet. You have to understand how to provide good customer service on the Internet in order to deliver the best customer experience.

Customer service is not without its fair share of misunderstanding, dissatisfaction, disappointment, frustration, obstinance, rejection, obstacles, even anger. How do we protect ourselves against this? We have to rely on the customer service agent’s secret tool belt, and the best budgeted router you can find.

Provide Good Customer Service on the Internet

Thus, a good customer service agent will already be equipped with a HUGE set of “pleasantly defensive” tools. You might even go so far as to say, the provision of impeccable customer service strongly mimics the phrase… “The Best Defense Is A Strong Offense.”

But a word of caution to every customer service agent, customer service skills should never be used for:

— Defending his or her own position and personal pride regardless of what the customer is reporting.

The kind of “defense” required for outstanding customer service is the type which comprehensively embodies:

— A keen ear that identifies the exact problem being discussed or reported;
— Specific and thorough product knowledge sets;
— Unbiased empathy; and
— Genuine respect.

At times, over fifty percent of customer service requests by consumers involves their disappointment or frustration from previous attempts to remedy the scenario. Meaning, by the time they arrive, there is already subconscious objection and/or the expectation of your refusal to understand or cooperate with them.

However, knowledge of this fact puts almost any caring and skilled customer service representative in a position to satisfy the client and build a future relationship of praise, reliability, and trust.

For a good customer service rep, this reflects a long-standing learning experience — meaning, such attributes and skills simply do not occur overnight, a great example of this is the experience that the current cable tv services have in customer support, since they’ve been around for quite the years now and they have gone through a lot by now, making them amazing at customer support.

Thus, you may want to INTENTIONALLY embark upon days, weeks, even months or years of thorough education and training in this unique art form.

The best customer service representatives in the world will possess a highly unique combination of:

— Genuine concern for the experience or feelings of the “other” person, rather than self…

— Knowledge of the history of expected outcomes and how to create them; plus

— “Cool headedness.”

Do you have what it takes to become a good customer service supplier? Want more details about how to get the greatest training?


Posted

in

by

Tags:

Comments

Leave a Reply