Customer Service Tips #11 - Use The CARP Method

It’s important for customer service teams to stay consistent in the tone they use and the processes they practice. A great way to do both is to use the CARP method:

— Control the situation.

— Acknowledge the dilemma.

— Refocus the conversation.

— Problem-solve so the customer leaves happy

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Customer Service Tips #10 - Use Positive Language

Using positive language towards your customer will ease their heart. Here’s an example of positive language in a customer support setting: “That upgrade will be available next month. I can put in an order for you right now and make sure your account is upgraded as soon as it’s released!”

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Customer Service Tips #9 - Practice Clear Communication

How you communicate with your customers couldn’t be more important. Styling affects communication. Tone affects communication. Watch out for passive-aggressive language. This will turn off your customers. Also avoid confusing your customers with slang, colloquialisms, or technical jargon.

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Customer Service Tips #8 - Make Sure Your Customer Service Team is Happy

Your customers’ happiness isn’t the only thing that matters. You need to know how your customer service team feels about their working conditions and compensation, opportunities for career advancement, training, available tools and resources, and their peers.

Collect feedback from your employees and give them feedback as well. Set benchmarks and goals, and track performance.

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Customer Service Tips #7 - Get Personal

Your customers want help from real people, not just FAQs and automated emails. Take advantage of social media (Facebook, Twitter, and review sites) and respond when your customers post on your page.

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Customer Service Tips #6 - Practice Active Listening

When you use active listening, your customers feel heard. Make sure your customers know you understand them by clarifying and rephrasing what they say.

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Customer Service Tips #5 - Having A Thick Skin

You know the old saying “the customer’s always right”. There’s truth to that.

The best customer service reps have the ability to swallow their pride and accept blame or negative feedback…or handle unreasonable customers in an empathic way.

No matter what, your customer’s happiness is your primary goal. If a customer is completely unreasonable, just be human and level with them. Let them know you’re doing your best.

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