Over the last few months, we have covered a variety of topics relating to customer service including training, best practices, dealing with customers, and improving communication. The final piece of advice I have for you all in the five-part mini-series on custom service is a short one: always show interest and be prepared.
Give the member your full attention
When a member contacts your credit union and speaks to customer service, the last thing they want is to speak to someone who doesn’t give them the time of day or sounds utterly disinterested in helping them. Engaging with your customer and showing that you care about their concern is going to help alleviate stress the customer is under. Not to mention, you could be eliminating any potential for further concern.
One way you can ensure you are showing interest is to ask a lot of questions. Asking questions will show the customer that you are engaged and are looking to assist with their inquiry. Remember, you should always be detailed in your questions and your responses, you do not want the customer to think you are brushing their inquiry off to the side. Simple responses such as “mmm hmm” or “yep” are going to make the customer think they are a bother to you and you are not interested in their concern.
Another way to ensure you convey interest is to show the customer that you understand their concern. Speak with a soft and calm tone and assure them that you are here to assist and will do everything you can to address their inquiry. Keeping your customer calm should always be a priority of yours.
Good preparation gives you a leg up
When I refer to being prepared, I know we cannot anticipate what the customer is going to say. However, you can prepare yourself for what is coming at the other end. Is the customer upset? If so, what is your game plan? You want to ensure that you have a plan in place for any scenario you encounter. You never know, you could have an angry or frustrated customer on the other end that just wants to be heard and acknowledged. Responding, not reacting, will help you better serve them and increase the chances of the call or encounter ending with a happy member.
If it’s been awhile since you read the other articles in this series, or perhaps you haven’t had a chance yet, take a moment to review them and make notes. Is there a topic you or your team need to focus more heavily on? Where can you seek improvement? Remember, it is important that the member always come first. You can go a long way in the customer service field by putting an effort in all areas, from writing best practices to training and application!