1. Service Quality: Definition, Importance and Implementation

1. Know your customers

The first step in customer service is to understand the needs, experiences and expectations of your customers. You can conduct research that tracks common customer questions and concerns about your company’s products or services, preparing you for many future interactions. When in person, do not hesitate to ask the customer about their specific desires or requirements for the product. This information can be paired with your in-depth knowledge of the products or services to troubleshoot issues or provide clear answers, allowing you to address the customer confidently and quickly.

2. Show empathy

Empathy occurs when you can fully understand someone else’s perspective. When faced with an unhappy customer, practice empathy by considering the way you would want to be treated if you were in their position. You would likely want to be spoken to with respect and to feel that the other person was truly listening to you. Use empathy to thoroughly resolve customer issues and personalize their experience with your company.

3. Be an active listener

Active listening is a communication skill that involves listening to a speaker to fully understand their message before formulating a response and communicating your engagement. You should use this skill when trying to empathize with customers to ensure you know what their question or concern is before finding a way to help them.
One active listening method you can use is rephrasing a customer’s question or statement to make sure you understand what they need. Another tactic is you use affirming language, such as “I understand completely,” or “I appreciate your situation.” You can also ask follow-up questions to gain more information to better address the customer’s situation. Active listening enables you to provide the most comprehensive customer service experience possible.

4. Ask if customers understand

Customer service professionals are responsible for making sure customers end their interaction with all of the information they need. Throughout your interactions, you can ask customers if they have any further questions about what you have discussed. If they have not understood your message, you can revise your communication or simplify the message.