Customer support is an extremely dynamic concept that has several aspects to it. There are many qualities that customer support executives must possess. One of the crucial ones among them is active listening skill. This means you have to go beyond the mere use of words and uncover the root issue of the situation. Every such interaction with the customer contributes to the future of the company-client relationship. Surveys reveal that there are several companies in the same industry offering similar kinds of products. In some cases, the price range is also the same. Customer support is the only deciding factor that drives the direction of the customer acquisition and further engagement.
Active listening is the first step towards customer support since you need to know clearly what the customer desires. It is a practice that should be a part of the work culture in this industry. With changing times, customer expectations also keep on evolving. You have to be up to date with the latest ones to know how to tackle the issue. But without active listening, all efforts will be futile.
How can you practice active listening on a daily basis? How can you incorporate it as a part of the workflow management? Here are some simple guidelines to help you master the art. Read on to know more.
1.Never Interrupt in Between:
This is the first and the most important point when it comes to mastering the skill of listening. If you do not know it yet, then keep in mind that each time you interrupt the flow of the customer, it comes across as a turn off to them. The customers usually turn to the customer support team when they are facing an issue. Hence they might have a lot on their plate. Sometimes they might forget certain things in between.
Make sure that you never intersect this flow of words. As a customer support executive, you need to pick out the key issues and address them later. Let your clients complete their entire explanation. In case you need to ask them again about something you missed, do not cut their lines in half. Do it only when you get a gap. Asking the customers questions in between their explanations could confuse them even further and turn them off.
2.Acknowledge their Views:
The customer needs to feel valued when they come to you for support. It does not matter if the situation is too complicated or too simple. You need to acknowledge their issues with equal compassion and empathy. Do not forget to put in words of clarification like “okay”, “I hear you” in between the lines. That is the way of letting them know that you are actively listening to each query of theirs.
You should also take note of any issues that need further information to get clarified. Once the customer is done with their views, you must pick up those points and clarify them according to the requirements. Try to be more lucid in your language when you communicate with them regarding these issues. Do not make the situation even more complicated by using technical terms if the customer is not comfortable with it.
3.Avoid any kind of Confusion:
Always remember that the customer is in distress when they come to the customer support team for assistance. So make sure that you are following each and every word they say. That is one of the most important outcomes of active listening. They will approach the customer support executives with a range of problems. After you have identified the key areas of problems, you should address them properly.
In case there is some preliminary help that you can offer over the phone call, you can explain it to them clearly. But if you need to know about some other conditions involved, then you should repeat any possible area of confusion after them. Make them understand in a simpler language what you have understood. Next, you can let them know what can be done over the phone. If the issue is still not resolved, you should take the problem to the higher authorities and take appropriate actions according to the company policies.
4.Follow Up:
Following up with the customer should be done frequently after the issue has been resolved. Get in touch with them to know if they are using the product comfortably now. It can also help the company to ensure customer success. Ask for their feedback regarding the handling of the situation. This will make the customer feel valued at your company. But you must use those points to improve your products or services as well.
Client testimonials matter a lot when it comes to expansion of business. When an existing customer is happy with your service, they are more likely to recommend it to others. Good referrals will help the sales team with qualified leads and ultimately contribute to the growth of the company. But it all starts with proper active listening skills. So make sure you handle it well.
5.Be Calm:
This is another important point of active listening that you must follow. Even if the customer is too excited with the issue at hand, you must stay calm and listen to them carefully. This will help you to filter out all the unnecessary things that might not be related to the query. It will automatically boost the customer’s confidence in your problem solving skills. So make sure you do not get too flustered with the problem, no matter how complicated it might be.
Let’s take an example here. The client is trying to get a job done using one of the features in the product but is not being able to do it. You have to understand that the ultimate goal of the client here is to get the job done. You can only get to know that if you are calm enough to identify the goal. Instead of explaining complicated technical sides, you can guide them with the other features which will help them to get the work done.
Hope these tips will help you to master the art of active listening. What practices do you follow to get the work done? Share them with us in the comment section below. For more updates on healthcare, technology and management, subscribe to our blog. Do not forget to follow us on Facebook, Instagram, LinkedIn and Twitter for regular updates.