Free Training: How to be amazing at customer service

Thinking like a customer and putting yourself in their shoes will enable you to step up the level of customer service that you are offering. In this free customer service training I’ll teach you how to empathise and provide a better level of service.

Think like a customer

What would you want if you were the customer? What level of service would you expect? Challenge yourself with these questions when dealing with even the most difficult call or meeting and you can begin to think outside of the company handbook. Savvy customers can spot when they are being fed lines or lies so rather than trying to fob people off and close the call, show a bit of human connection.

Poor example:

Customer: “My order didn’t arrive today! Your website said it should be here by now.”
Company: “It clearly states in our terms and conditions of sale that delivery dates are estimations.”

Good example:

Customer: “My order didn’t arrive today! Your website said it should be here by now.”
Company: “That must be very frustrating. Having checked our dispatch system the order only left the warehouse yesterday and will be with you tomorrow. I can only apologise for the delay and can either email you a £5 online voucher to use on our store next time or if you return the package to us I’ll provide a full refund for the product and your shipping cost. Which of these options sounds best to you sir?”

Listen and restate

You can only respond to what you hear so listening is key. Also people very rarely say what they mean so asking further questions and restating the concern in your own words will enable you to better respond.

Bad example

Customer: “I’d like to cancel my account.”
Company: “Ok sir, I’ll process your cancellation now”

Good example

Customer: “I’d like to cancel my account.”
Company: “I’m sorry to hear that sir. May I ask why you want to close the account?”
Customer: “Well it’s just become very expensive and I’m not sure I’m getting the most out of it.”
Company: “So you feel that what you get from the account isn’t worth what you’re paying?”
Customer: “Yes that’s right”
Company: “Well to help I can change you to our bronze account, which having checked your usage would be much better for you….”

Show understanding and be human

Some companies enforce a policy of not apologising to customers. What a load of rubbish. Just be human!

If you or your company have made a mistake, acknowledge it, apologise for it. If the customer is unhappy for whatever reason, tell them you can appreciate how they feel and that you’ll do your best to help.

Smugly sticking to company policies and hiding behind processes will only infuriate the situation.

Training takeaways

Think like a customer – what kind of service would you want?
Listen and restate – be sure that you understand the concern before you resolve it
Be human – let the customer know that you’re trying to help