Email trick: anticipate the next question

Jeff Toister January 2, 2013

A great way to provide outstanding service via email is to anticipate the next question and answer that one too. For example, a customer might email to ask if you have a particular item in stock. A good customer service professional would reply quickly with the answer.

A great customer service professional would reply quickly with the answer along with ordering information (such as a phone number or website) if the product is in stock or suggested alternatives if the product is not in stock. This avoids additional emails and makes it easier for your customer.

Listen for emotional needs

Jeff Toister January 2, 2013

Customers often have underlying emotional needs that need to be met for them to feel they've received extraordinary service. For example, a customer may describe a problem they've had with your product or service. A good customer service rep will try to fix the problem. An outstanding customer service rep will understand the customer also has the emotional need to be acknowledged for the time they've wasted and the disappointment of experiencing the problem.

The next time you serve a customer, particularly someone who is experiencing a problem, see if you can uncover an emotional need. Be careful -- customers rarely tell you about these needs directly. You'll need to use a strong sense of empathy to discover them!

Avoid multitasking

Jeff Toister January 2, 2013

Did you know that multitasking hurts customer service?

That's because humans can only process one conscious thought at a time. We work slower and make more errors when we try to do more than one thing at a time that requires our attention.

Here are some common examples of multitasking that can lead to service failures:

Trying to type an email while speaking to another customer
Talking to a co-worker while serving a customer
Responding to a text while having a conversation

A great way to experience how multitasking can hurt performance is to try a Stroop Test. Give it a try and see how you do.

Find something in common

Jeff Toister January 1, 2013

Customer service professionals who excel at building rapport with their customers are masters at finding something they have in common with each person they serve.

Check your email before sending

Jeff Toister January 1, 2013

Customer service emails are frequently misunderstood, misconstrued, or simply miss the mark. Here's a simple checklist you can use to review your own emails before sending.

Use "we" not "they"

Jeff Toister January 1, 2013

Try to use the word "we" instead of "they" when discussing your company with a customer.

Use positive body language and tone

Jeff Toister January 1, 2013

Have you ever heard a customer service rep say, "I'm sorry", but you felt she wasn't sorry at all?

Make the first move

Jeff Toister January 1, 2013

When I was in high school I worked as a retail sales associate in a clothing store. This experience taught me the importance of making the first move when helping customers.

Be you

Jeff Toister January 1, 2013

Resist the temptation to let your personality get buried beneath the pressures of following policies, challenging customers, and demanding bosses. Instead, put your own personal stamp on the service you provide.