Customer Service Needs to Tackle as a Support Agent
Tackling customer service needs takes patience, practice, and dedication. But with the proper guidance, you’ll master the craft in no time!
As a Service Partner using the Arise® Platform, we want you to be as successful as possible. That’s why we’re covering the most important customer needs to keep in mind as you offer support. From empathy and acceptance to attention and appreciation, these four strategies will help you deliver the best customer experience possible — which in turn will lead you to even more success on the platform.
One of the most important aspects of providing support is ensuring every customer knows that you understand their problem and will do whatever it takes to create a resolution. When you speak to a customer, it’s critical to create a judgment-free zone, where the customer feels you are fully on their side.
Let each and every customer know that you are actively listening. It also helps if you apologize for any problems or inconveniences, even if the problem is out of your control. Finally, make sure you express how you will resolve the issue or problem they have contacted you about.
Embrace who the customer is and accept them for who they are. Don’t judge or criticize them for feeling or acting frustrated. Try to put yourself in their shoes and accept that they are upset. Then, make the emotional connection, even if your contact with them is a brief, five-minute conversation.
Customers want to feel they are the center of your attention — and they should be. They want to know you recognize their value, so make sure not to have any background noises or distractions while you are providing customer service support. Also, take time to listen and repeat what their concerns are. This is the easiest way to show you are paying attention.
Make it personal! Ask yourself, “What will prove to the customer that I appreciate their time, attention, and consideration?” Plus, always thank the customer for calling and for being a customer.
Looking for more helpful tips on customer service support? Check out these five tricks to becoming the best customer support agent!