Customer service is a skill. And the sad fact is not everybody in the field is cut out for the job. The good news is that a few tips can help the average call center/customer service representative improve their performance, adding value to their business and keeping customers happy and returning.
The best way to improve customer service behavior is by looking at some of the most 
common mistakes representatives make. the following 5 bad habits are common and easy to ignore, but correcting them can make all the difference in strengthening the most direct line your company has to its market.
- Improper Tone – Sounding friendly and cheerful throughout every call is easier said than done. Call center representatives are just as prone to the drudgery of their job as anyone else. Still, when customers call your company, they feel like they are performing a chore themselves. Demonstrating that the call will be easy and courteous through your tone will strongly put the customer in a better frame of mind.
- Impersonal Approach – Does your staff rely too much on scripted responses and canned answers? While some businesses consider this the safe route to customer service, many people can sniff out this approach and find it off-putting. Emphasize the conversation. Give your staff the freedom to improvise and take on a more conversational tone when the call allows for it. This will help break down some of the barriers endemic in phone conversation and promote a more free flow of information.
- Not Owning the Problem – Though they may not say so, many customers come into the conversation worried they are the cause of whatever issue is being discussed or that the solution is something simple he or she can address. Pointing out when an issue is unusual or not the fault of the user will go a long way towards putting the caller’s mind at ease. Even if the solution seems simple to you, thank the customer for bringing it to the company’s attention. Every call should feel like the customer is helping the company improve its service for the future.
- Vagueness – It may be safe for the company to provide solutions or make promises in vague terms. But the average customer has been let down too much by lackluster service and automatically tune out when the rep starts hedging their bets. Whenever possible, narrow down your responses to the most specific possible answer. Instead of an hours long service window, keep it to within a half hour. Instead of referring the customer to another department, provide a name or position of someone who can further help. Consider this pursuit of specificity as a way of raising the bar for your company and encouraging professional growth in your customer service reps.
- Trying to Win – Sometimes an interaction with a customer will turn into a full-fledged argument. Nobody wants that to happen, but sometimes it does and it’s important for the service rep to maintain discipline. There’s no value from the company’s perspective to win an argument with a customer. It makes the company look combative and obstinate while ensuring the customer will take his or her business elsewhere. Instead, maintain a calm, courteous tone and hope that cooler heads will prevail.
Emphasizing mistakes may make the tone of this piece look negative, but a little introspection can produce a positive result. Address these common behaviors with your team and encourage change. It’s possible—even likely—that behind some of the laziness the industry has made commonplace your staff could be hiding an innate and unique talent for customer service.
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