Customer Service Psychology Tips to Provide Better Support
Every day we deal with customers and their needs. It is important to remember that we are dealing with people, not numbers on a screen. We want our customers to be happy and satisfied with our service no matter what the situation may be. Whether they are waiting on the phone for a service representative or reading a chat transcript with one, we want them to enjoy their experience. This is easier said than done of course, because you might encounter some very negative people in this position who just have no intention of being satisfied.
If you're struggling with providing great customer service, here are some tips from professionals in the field of psychology for better support:
Remember to Stay Calm
John Lees, author of 'The Complete Guide to Successful Selling,' says that one of the most important things in customer support is staying calm. When you are trying to help someone with an issue, it can be frustrating if they are complaining or upset over something you have no control over. This will only make the situation worse. Remember to take a deep breath or two if you feel yourself getting stressed or annoyed.
Acknowledge Your Customer's Problem
When customers complain about something, this is their attempt to be heard, and it is very important that you acknowledge them for this instead of brushing them off as a whiner or complainer. Let them know that you can see where they are coming from and recognize their frustration.
Don't Argue, Defend, or Debate
Here's a tip that was given to me by a good friend. If you find yourself in the middle of an argument with a customer, take a moment and ask yourself if this is important right now? Nine times out of ten, it isn't. Arguing will only cause anger and frustration for both of you, and that's not good for business.
Keep Your Cool
I know that this is easier said than done, but you need to keep yourself calm during an argument or after receiving a complaint. Otherwise, things are just going to escalate until you both have lost composure. It may seem hard to do at first with some people, but you'll be surprised at how much easier it will make your job.
Don't Argue Over the Small Stuff
Even if the customer is completely wrong, arguing with them won't help anything. When they lose their cool and start insulting you or nitpicking every single word that comes out of your mouth, just let it slide. You don't need to prove anything and neither of you benefits from a drawn-out argument.
Don't Promise Something That You Can't Deliver
If the customer asks for something that your company simply can't do, then you have to tell them no. This doesn't mean that you're going against their wishes or trying to be difficult.
Don't be Afraid to Stop The Customer
You or another representative may occasionally encounter a customer that is just clearly too angry or unruly to continue talking with. If that happens, don't feel bad about hanging up on them or telling them you need to go and will call them back later when they've calmed down. This can keep your employees from being abused and can keep the company from being sued.
Don't be Afraid to Ask for Help
If a customer is being abusive, threatening, or just won't stop arguing with you no matter how much you try to reason with them, then that's your cue that it's time to get someone else involved. If the person hanging up on the customer doesn't work for you, make sure they can contact someone who can. If no one else is available at that time, then try to end the call as politely and calmly as possible.
Doing this will minimize your risk of being taken to court or losing customers in general. It may be difficult sometimes, but you'll be able to sleep better at night knowing that the problem had been handled.
Monitor Your Emotions
You might feel disheartened when a customer is being rude and abusive towards you, especially if it seems like nothing you say is going through their head. It's okay to feel this way sometimes, but don't let it get the best of you. Sometimes customers behave this way because they think that's what you want or expect from them.
Never Judge a Book by Its Cover
We all have predetermined notions about things and people. However, many times what you think is something isn't always the case. For example, let's say you bumped into a woman dressed in rags with long hair at the grocery store. You might form an opinion that she's from a bad family or is homeless. That, of course, might not be true and you'll never know if she is indeed homeless or from a good family because you don't know who that woman is. When dealing with customers, treat them as though they're normal people like you and me; we never truly know what's going on in someone else's life so it's important to be understanding of these things.
Not Everyone is Honest
One of the important traits of being a customer service representative is it's your job to deal with people and their problems. That said, not all customers are honest or truthful. For example, let's say that a man walked into a store and bought over $300 worth of merchandise and left without paying. When the cashier confronted the man, he claimed that he was going to go out and get some cash and pay for his items. The cashier believes the customer and takes back all of the merchandise and gives him $300 in exchange. After 30 minutes pass, the customer never comes back with any money nor does she ever hear from him again. This kind of scenario may not happen often, but it is possible. Dealing with difficult customers is just part of the job.
Conclusion
To provide the best customer service possible, you need to understand your customers and how they think. This is an essential part of providing a high level of service that keeps them coming back for more. If you want help understanding what it takes to create a great customer experience with every interaction, let us know today! We’re here to partner with you in creating excellent content marketing strategies, smart digital marketing campaigns, and everything else needed for success. What will make your business thrive?
