What Would a Customer Service Professional Do? They Are Excellent Question Askers Not Person Tellers

A Professional is an excellent question asker and not a person teller.

This is the the heart of Customer Service.

If you have been following along with these articles, by now you know how much emphasis on Communications a Professional in this job description must have.

A person who lacks Communications skills, chiefly the ability to listen, is a dead duck. Second to listening is the ability to ask questions. Third in that list of desirable Communication skills is the ability to shut up.

If you can master those three key skills, you will absolutely make 5-10 times more money than everyone else you know. And you will be a happier well adjusted person, even if you are not one now.

Why? Ever talk to someone who seemed to know it all and just couldn’t wait to tell you, and in fact interrupted you so that they could impart some of their superior knowledge and wisdom from their obviously higher perch? How did that make you feel? You just wanted to sock ’em in the face to get them to shut up.

The important thing to remember is this. If your gums are flappin’ when you should be listening you are losing the Customer Service game and making it very difficult for you to help your Customer. Start the process by learning to close your yapper and open your ears. It is easier said then done for a lot us. (I am including myself)

Once you have listened first and generously, you can you can begin to ask questions that will get you the information you need so you can devise a solution that will lead to an action that leads to that exchange. You know, money exchanging hands.

This is really very, very simple. You merely use the information the Customer has provided you and ask if you have it right. Crazy, isn’t it.

So, it might sound like this. “Mr./Ms. Customer, I would like to ask a question. I heard you say that your personal pleasure device stopped working when you put it away for the evening, is that correct?” Then wait. This is the part where you shut up. Your Customer will tell you what you need to know if you just wait it out.

Now suppose you decided you knew exactly what the Customer was going to say before they said it and you started off the conversation like this…..

“Mr./Ms. Customer, all we need to do to get your personal pleasure device back on the road is jump start the battery. I have seen a bunch of these here in the last week or so, and every one of them just needed a jump start. I have a funny story about the time I went to ride mine and forgot to …”

Can you see the difference folks? Question Asker vs Person Teller?

In the second scenario there is not one shred of useable information from the Customer, and that is exactly whom you need the information from! Without it, there cannot be a service or product exchanged for remuneration.

No info, no dough.

Professionals are excellent questioners. They use the information provided them and ask qualifying questions that lead them to new information or confirmation of the information provided to devise a solution that leads to the exchange of service or product for remuneration and a feeling of satisfaction by the Customer.

Be Professional.

(Some of you might need a definition of the words “personal pleasure device” used in the scenarios above. It is a motorcycle.)

The Importance of Excellent Customer Service

Having excellent customer service is vital for the success of any business. The level of satisfaction of a customer reflects the services he or she received, which also stands for the grade of the business.

A disenchanted customer does not necessarily mean the business or the services received are a failure. The business may not have done something to make their customers fume at them, but something related to the business or service made that person mad.

So to make things easier for businesses, companies are willing to extend a helping hand by teaching excellent customer service. They have personnel who can teach your organization how to be the best in all of their tasks.

A happy customer will always come back to your organization, which helps a lot in promoting your line of business to others. People often look for good treatment over good service.

Some people want their emotions in check, which businesses should consider highly since customers deserve to get their money’s worth. According to online website Forbes, “Words alone are very powerful and they a big influence what your employees and customers think. If you don’t set both of these groups’ expectations up front, your company will never be able to excel in customer service”.

Encouraging feedback within your organization is also a good call to make because not only do you foster openness, you also make others believe that you are there for their best interests. The article added that mistakes should be admitted. “Once you admit it, the customer will be happier”.

Following what the customer wants and needs while looking out for what’s best for your company ensures success on different levels. For one, excellent customer service is just beyond the horizon. It seems so hard to pull off but in reality, all you need to do is call experts for the job.

Even big corporations need someone to teach them the ropes in handling people. That’s why experts are invited to give talks to even big bosses who may need a refresher. Since times change, the wants and needs of customers have also changed.

Have someone teach you people handling. Having a good customer relationship is where all good things stem from. Whether it’s an online or offline business, with or without direct physical contact between client and service provider, experts can provide you with all the information in providing expert and excellent customer service.

They know that times are changing pretty fast and can make sure that things will positively in place for you. The world is growing and so are their needs and wants. They have to be addressed so they have something to look forward to whenever they come back to avail a business’ services.

The right step is always the next. No matter how complicated things may be, the customer is always right. To facilitate them more, to be tagged as an organization that practices excellent customer service all the time, the proper organization should be hired for the job.