Customer Service List 2018
In the modern era, as businesses have more informed customers and demands for a perfect customer service, it’s time for the brands to pay more attention to the performance of customer service. In short, organizations must have strategies for customer service checklist.
The customer service checklist comprises vital skills and strategies that help you determine what has done or what should be done to improve your standards and procedures. Once the customer service checklist has established, you can modify it according to the standards and review the service checklists periodically to know about the accomplishments of the tasks.
Although businesses have different customer service checklists regarding their need, some of the points can never be ignored and cover the top three basic points of customer service checklist for all organizations.
1. Product and Services Knowledge
How can your customer service elaborate a product to the clients if it has insufficient knowledge about the products and services? How can they help clients with issues, questions and their concerns? Simple, it’s when the customer service agents examine the various aspects of the individual service deeply. Product information is a vital sales skills and customers like to respond to those agents that are keen to share the benefits of the products. That’s why product knowledge is placed at the top of the customer service checklist to deliver value to your customers.
1.1. Confidently Explain the Components of the Product & Services – Features and Benefits
Confidently explaining the products and services fuels the successful customer service. Customers also prefer the companies whose agents have profound knowledge about the features and functions as well as the benefits of the products and services and serve them in a professional manner. On the other hand, training sessions of agents in which they can use the products by themselves, analyzing its features and benefits can boost their confidence. Keeping in mind that points and following basic steps can be helpful in raising the confidence of representatives and can also be used in the customer service checklist.
- Learning the products and services and its applications in various aspects.
- Ask the right questions to the customers that are relevant to their issues. This gesture ensures a knowledgeable and confident agent is dealing.
- Be relaxed and personable so that you can tackle even stubborn prospects.
- By practicing real scenarios so that agents have enough confidence to satisfy new visitors or clients.
1.2. Specialize in Matching the Right Products and Services Based on the Customers’ Needs
One of the most significant thing that must be a part of customer service checklist is the ability of the agents to match the right service to the customer’s needs. When clients get their desired product, it not only satisfies them but also compels the visitors to purchase. While establishing customer service checklist, make sure to enlist following points to ensure the better performance of customer service.
- The representatives should have enough knowledge and convey it with confidence so that they can convince new clients easily.
- Customer service should have meaningful communication so that they can approach the desired product of the customers.
- The ability to learn about the clients so customer service can know about their aspired products and services.
Customer interaction is the communication between the prospects and companies that leave a good or bad impression for clients regarding the business. Adding customer interaction in the customer service checklist can help to get better customer experience and conversion rate than competitors. However certain skills are the backbone of best customer interaction and must be counted in the customer service checklist too.
2.1. Attitude and Behaviour
Positive behavior is the characteristic that brings back your clients. The reliable, honest and fair agents that convey personalized information to clients, anticipate their requests, educate them and provide support by showing empathy depict the professional customer service and ensures high-quality service to the prospects and business growth.
2.2. Problem Solving Skills
In the customer service checklist, problem-solving skill can’t be ignored as clients can’t wait for too long and need solutions in real-time. A clear, quick understanding of an issue and its effective resolution with appropriate follow up are the key components of problem-solving skill. Following the standard procedures and performing pro-actively and creatively in a critical situation can polish this important skill. While checking the performance of representatives individually, this skill covers the top of the customer service checklist.
2.3. Use Positive Language
Positive language gives the reason to the customers to come back and feel comfortable in doing business with you. Use of negative words and phrases can even make clients angrier. Even in live chat, if negative thinking came, reframe it and focus on positive words then monitor your speech or verify your message. Although the use of positive language is difficult in some situations, it really worth when you are communicating with your clients.
3. Clear and Effective Communication Ability
The third basic point of customer service checklist is the powerful communication skill. Without key service skills, the business can face the embarrassing situation resulting in the decline in conversion rate. However, focusing on certain points can give the effective communication ability to the representatives.
- The tone of voice: An effective, light-hearted and professional tone of voice always helps to attract the visitors and it makes you different from your competitors. It is also a good source to build trust with your customers as well.
- Pacing: Pacing according to the speech and situation ensures that you are totally connected to your listeners and they are actively responding to you. Tuning yourself into your listeners enables you to sense the pace that you need to speak.
- Profiling: Audience profiling in four categories- Supportive, Directive, Emotive and Reflective gives you general guidance in dealing with different clients’ category and relate them to each other.
- Listening skills: Active listening ensures that your client doesn’t have to repeat himself. It also gives them confidence that you are available to help and will find the best possible solution for them.
- Mastery of delivery: Mastery of delivery gives rise when you have enough product knowledge and experienced it through the real scenarios. It helps to convince new visitors and also convey your point to the customers.