Nov. 7, 2022 · 4 minutes
Customer service requires agents to simultaneously examine all the facts and handle the customer's emotions, which is a delicate balancing act. It takes a little bit of mental jiujitsu to listen to both the factual and the emotive parts of a discourse at once. However, anyone can accomplish it with practice. You will learn how to master the art of customer service in this class by using active listening techniques, critical thinking, and emotional intelligence.
In regular conversation, we frequently focus more on our next words than what the other person is saying. Different is listening actively. When you actively listen, you do not listen to respond but rather to understand.
Active listening at a contact center is carefully hearing what the consumer has to say before repeating it back to them.
It is a process that involves some back and forth.
In a nutshell, that is active listening in a customer service scenario. Here are a few more suggestions to help you master it:
Many calls to customer support are a mix of information and feelings. Knowing which part of a customer's complaint to handle first is one of the most frequent problems contact center operators run across. Critical thinking is useful in this situation.
When you use critical thinking, you evaluate and analyze a situation objectively before making a decision. You may remain composed and firmly categorize problems into factual and emotional categories with the aid of critical thinking, allowing you to rank them appropriately in your response. Here are two instances that show how using critical thinking in the contact center enables you to make an assessment of the issue.
Simply fixing a problem with a product or service is insufficient in a world when brand reputation is essential. Positive one-on-one encounters are necessary to restore any damaged client perception of the brand.
Emotional intelligence assists you in repairing the customer's overall perception of the experience and relationship with the organization while analytical thinking assists you in resolving the customer's issue. There are five key components that make up emotional intelligence.
Unspoken problems and unspoken feelings might make it difficult to rebuild trust. Focus on these three areas as you deal with the emotional components of the problem using empathy and social skills.
Make a mental check list of everything you need to do to make sure you've covered everything and to ensure that your business keeps its consumers happy.
The resolution of issues is a constant emphasis for contact centers. But it is a skill—and a very important one at that—to be able to take incoming information, assess it, and respond correctly. You may quickly learn the art of customer service if you start with active listening and then add critical thinking and emotional intelligence.