00:00:00
close your eyes for a second
00:00:02
back to the last time you experienced
00:00:04
great customer service
00:00:07
was it at a restaurant with a few
00:00:08
friends maybe the wait staff was really
00:00:10
friendly was it at a department store
00:00:12
where their knowledge helped you choose
00:00:13
exactly what you needed or maybe it was
00:00:15
after waiting on hold for quite a long
00:00:17
time and the associate went out of their
00:00:19
way to help you resolve a nagging
00:00:20
problem
00:00:21
thanks for holding each of these
00:00:23
interactions might only last a few
00:00:25
minutes but within that short time they
00:00:27
can have a huge impact they can build
00:00:30
brand loyalty better than any commercial
00:00:31
they can turn someone's day around
00:00:34
and for people who have chosen to work
00:00:36
in customer service they are extremely
00:00:38
gratifying
00:00:42
we've built this course to help you
00:00:43
level up your customer service skill set
00:00:46
by the end of this video I hope you'll
00:00:48
have a stronger understanding of what
00:00:49
makes for great customer service as well
00:00:52
as a few new tips and tricks that you
00:00:53
can start using immediately
00:00:56
at its core customer service is composed
00:00:59
of half a dozen skills and practices
00:01:00
that help you address customer needs and
00:01:03
Foster a positive experience
00:01:05
these skills will help you no matter if
00:01:07
you work in a call center a department
00:01:08
store a restaurant or really anywhere
00:01:11
else so let's get into them
00:01:15
first there is the practice of active
00:01:18
listening the difference between plain
00:01:20
old listening and active listening is
00:01:22
intentionality listening becomes active
00:01:25
when you prepare yourself to listen when
00:01:27
you really focus on both the verbal and
00:01:29
non-verbal language that's being
00:01:30
communicated and when you respond in
00:01:33
such a way that makes the speaker feel
00:01:34
heard and validated
00:01:36
that's the recipe I've got to tell you
00:01:38
I've been transferred to like five
00:01:40
different customer service agents and
00:01:42
I'm getting really frustrated no one can
00:01:44
give me a straight answer about what to
00:01:46
do I can only imagine how difficult and
00:01:48
frustrating that is I'm really sorry
00:01:50
this is happening please tell me why
00:01:52
you're calling today okay so the tile
00:01:55
order arrived and some of my tiles here
00:01:57
are broken so you sent me replacement
00:01:58
tiles but the colors don't match I guess
00:02:01
it's from a different dye lot whatever
00:02:03
that is but no one ever asked me for
00:02:05
that information okay thank you for
00:02:07
explaining that so it sounds like you've
00:02:08
got two different tile colors for one
00:02:10
job do I have that right
00:02:13
in a customer service scenario active
00:02:16
listening communicates the message your
00:02:18
problem is now my problem I hear you
00:02:21
let's fix it
00:02:23
some members of customer service teams
00:02:25
often have a cue to help them get into
00:02:27
the active listening Zone a call service
00:02:29
agent might put on their headset start
00:02:31
new ticket and say thank you so much for
00:02:33
holding how can I help a retail team
00:02:36
member might turn towards the customer
00:02:38
center their weight Bend both knees and
00:02:41
lean in just a bit practice active
00:02:43
listening by getting in and out of the
00:02:45
mindset again this is a habit that you
00:02:47
form with intentionality
00:02:50
another customer service skill is
00:02:53
empathy
00:02:54
let's be honest you're not always going
00:02:56
to be dealing with people at their best
00:02:58
moment you know like when a customer
00:02:59
unloads on you because something is
00:03:01
priced wrong or isn't scanning properly
00:03:03
it's not about you that customer is just
00:03:05
offloading you've got to remember that
00:03:07
it's not personal or else you won't be
00:03:09
able to really hear what they have to
00:03:11
say you'll just hear how they're saying
00:03:14
it maybe you haven't been in their exact
00:03:16
situation yourself but if you try I bet
00:03:18
you can identify with their challenges
00:03:20
and when you can relate to just a sliver
00:03:22
of that experience you empathize empathy
00:03:25
makes customers feel understood and
00:03:27
cared for
00:03:28
don't worry I got you
00:03:33
the third critical skill for customer
00:03:35
service is the ability to problem solve
00:03:37
look you've got to be on your toes
00:03:39
during moments of crises you may have a
00:03:42
customer who overshares their luggage
00:03:44
didn't arrive and the flight was late
00:03:46
and the car overheated and this is the
00:03:48
third time in two years that this has
00:03:49
happened
00:03:50
so what do you do to begin identify the
00:03:53
problem
00:03:55
what a difficult day I am so sorry this
00:03:58
is happening so the problem now is that
00:04:00
your luggage is missing do I have that
00:04:01
right next generate some solutions pick
00:04:04
the one that works best and get started
00:04:07
all right we've got a few different
00:04:09
options but the best approach is to get
00:04:10
a trace going that'll get you reunited
00:04:12
with your luggage as fast as possible
00:04:14
let me start the process
00:04:16
and finally evaluate the results and if
00:04:19
appropriate ask for feedback I am so
00:04:22
relieved your luggage is on the next
00:04:23
flight we'll have it delivered to your
00:04:25
hotel by 8 pm tonight
00:04:29
of course you can have lots of empathy
00:04:31
and problem solving and active listening
00:04:33
skills but if you can't communicate
00:04:36
effectively they're not worth much at
00:04:38
least not to a member of a customer
00:04:40
service team effective communication is
00:04:43
harder than it sounds it requires having
00:04:45
an emotional balance and Technical
00:04:46
knowledge of the products or services
00:04:48
that you provide it also requires a
00:04:50
clear voice written or oral that is
00:04:52
simultaneously personable and
00:04:54
professional
00:04:55
here are a few ways you can start
00:04:57
practicing your effective communication
00:04:59
skills right now to begin when you're in
00:05:01
dialogue with someone start to include
00:05:03
small encouraging comments into what
00:05:05
you're saying
00:05:06
next wait to respond make sure you let
00:05:09
the person complete their entire thought
00:05:11
before you start to speak
00:05:13
and finally acknowledge the emotions
00:05:16
that the other person is expressing it
00:05:17
might be frustration excitement or
00:05:19
bewilderment let them know that you see
00:05:22
it and you recognize it
00:05:25
as a customer service representative you
00:05:28
are often the initial point of contact
00:05:29
between a customer and the company which
00:05:31
means you have to know the correct
00:05:33
protocol for responding to a ton of
00:05:35
different situations got a question
00:05:37
about an open box return that gets
00:05:39
transferred to the returns department
00:05:40
got a customer whose account is locked
00:05:43
because of non-payment well that goes to
00:05:45
the billing department
00:05:46
got a frustrated customer who is
00:05:48
demanding to speak to the manager yep
00:05:50
you guessed it that gets escalated to
00:05:52
your manager's queue to guide your
00:05:54
decision making most companies will give
00:05:56
their customer service team members a
00:05:58
flowchart
00:05:59
flowchart is a diagram that represents
00:06:01
different workflows they might be called
00:06:03
step-by-step diagrams or maybe a process
00:06:06
chart but regardless of the name they
00:06:08
typically show a series of conditional
00:06:10
statements with different outline
00:06:12
processes depending on the answer
00:06:14
to be honest they kind of look like
00:06:16
Shoots and Ladders or um maybe that's
00:06:18
just me
00:06:21
foreign
00:06:23
last but not least I would definitely
00:06:26
recommend that you take the time to
00:06:28
learn about the products or services
00:06:30
I can guarantee you that at one point or
00:06:32
another a customer is going to ask which
00:06:34
warranty package you think is a better
00:06:36
value whether or not they should buy the
00:06:38
sanded or unsanded grout or what the
00:06:40
differences are between the synthetic
00:06:42
fabric and the cotton blend having a
00:06:44
baseline knowledge about your products
00:06:46
or services will help you address your
00:06:48
customers needs quickly and accurately
00:06:50
so how can you get better at customer
00:06:52
service aside from gaining more
00:06:53
experience
00:06:54
I would consider asking for direct
00:06:56
feedback from customers colleagues and
00:06:59
managers this can help you understand
00:07:01
whether or not you're providing a great
00:07:03
experience for your customers and what
00:07:05
you can do to improve remember not to
00:07:07
take any negative feedback personally
00:07:09
you are not your work
00:07:11
your work is your craft
00:07:13
and like any master of craft your goal
00:07:16
is to get better and better
00:07:18
also try and track down any customer
00:07:20
service evaluation forms or surveys they
00:07:23
may be about you or they may be more
00:07:25
broadly about the store or the products
00:07:27
and services either way this feedback
00:07:29
will give you a unique perspective
00:07:30
compared to what you'll often hear from
00:07:32
management or colleagues and finally
00:07:35
practice practice practice your new
00:07:37
skills
00:07:38
so the next time you're engaging with a
00:07:40
customer try really bringing your A game
00:07:42
the tips included here can really help
00:07:45
practice active listening also put
00:07:48
yourself in the customer's shoes it'll
00:07:50
help you empathize and ultimately it'll
00:07:52
help clearly communicate
00:07:54
finally remember your job is to problem
00:07:56
solve so make sure you understand
00:07:58
company policies as written out in flow
00:08:00
charts or manuals and know your product
00:08:02
or services so when a customer asks you
00:08:04
a question you are ready to respond
00:08:06
remember customer service is a set of
00:08:09
skills skills that can be practiced and
00:08:12
learned that's how you can move from
00:08:14
providing good customer service to Great
00:08:17
customer service
00:08:18
if you enjoyed this video make sure to
00:08:20
download the indeed mobile app
00:08:22
well you're in luck
00:08:25
your luggage has been located
00:08:26
[Music]
00:08:28
by me
00:08:30
welcome to hats and chats my name is
00:08:33
Barb
00:08:34
this is a hat and this is Jack
