One of the most important elements in all of customer service is making it absolutely clear that you are listening to them, and that, above all, you understand what they are saying. However, this shouldn’t be faked: you can’t merely say to them that you understand what they’re saying if you don’t, and they will pick up on the falsity straight away if you do that.
What you need to do instead is find a way of genuinely getting to the bottom of what they are saying, so that you can then work towards helping them as best as possible. That is something that you can always work on.
The first step is to ensure that you and your customer service team are genuinely listening to your customer as best as you can. As long as you are doing that, you will find that the customer knows it, and appreciates it, and that is going to make a huge difference when it comes to how they feel about how you are treating them. What’s more, when you are really listening, it means that you are going to be more able to give them the kind of help or advice that they need, and so be genuinely helpful along the way.
Use AI Properly
If you are going to use AI in order to deal with customers, that’s fine – but you need to make sure that you do so properly, and in a way which draws them in rather than alienating them. There are many ways you can do that, but the most important is to try and find chatbots who are genuinely able to pick out the meaning of what your customer is saying, and work towards providing a reasonable answer. These days, of course, that technology is looking pretty good, and this is actually perfectly possible, so that’s something to make use of.
Often, a simple but effective way to show your customer that you are listening, and that you understand what they are saying, is to repeat back to them what it is that they have said, but in a summative manner and in your own words. You should especially consider doing this when you are facing a problem that they are having, as it shows that you appreciate the importance and nature of the problem, and it gives them confidence that you are going to be able to fix it well.
Provide the Right Solution
But the best way to show your customer that you understand is simply to actually provide them with the right solution for their problem. Doing that shows them in no uncertain terms that you understand their issue, and this is the kind of thing that is going to go down very well, and which they are going to remember for a long time afterwards. They might even tell people about how good the service was if you get this right – and that’s a great means of improving your business.