Top Five Ways to Deliver Better Customer Service

Just a few months back, the CEO of an e-commerce platform called Dukaan fired 90% of its support staff, bragging that the AI chatbot outperforms them. In a jubilant manner, this is what he said on Twitter: 

The time to the first response went from 1 m 44s to INSTANT!

Resolution time went from 2h 13m to 3m 12s

Customer support costs were reduced by ~85%

Now, I am not going to waste my time here criticizing him because it's none of my business what he does with his company. 

But this got me thinking: while AI chatbots may resolve issues quickly, can they also deliver better customer service? 

I ask this because providing better customer service isn't just resolving issues but also includes building genuine connections with customers. That requires active listening, showing empathy, and being curious. 

And yes, all of this is as important as solving a customer’s problems because most of them leave due to a lack of empathy from the customer representative since they are more focused on quickly solving the problem rather than listening to the entire story. 

Anyways, getting back to the point. 

Can an AI chatbot deliver better customer service? No! I don't think so! You will need a human for this monumental task. I say monumental because building genuine connections with customers is no piece of cake. 

But don’t worry, as this blog will help you in your endeavor. Below, I have shared some of the best advice for customer service representatives to deliver better customer service. 

Their survey revealed that 25.9% preferred this channel to contact customer care and support. So, I will focus on that in this blog. 

Five Best Tips to Provide a Better Customer Service

Over 80% of customers have churned because they experienced bad customer service. If you want to avoid that, then follow these five tips to provide better customer service and deal with difficult situations when they arise. 

Handle Customer Interruptions With Care

Interruption creates an impression that you don't care what a person says. It can feel like you weren't listening properly and were waiting for the moment to interject, creating a wrong impression.   

Sometimes, this might happen to you when explaining something to a customer, and they might interrupt you. It can feel infuriating. 

Often, the situation may demand that you intervene if a customer interrupts you at every turn, bulldozing over whatever explanation or options you provide them to choose from to solve their issues.

 So, in such situations, focus on the following three things: 

1. Demonstrate understanding and acknowledge their emotions. 

Example: "That sounds like a terrible experience." I want to take care of that for you right now. Would you like me to solve it for you? "

And yes, there are still cases where they might interrupt or talk over you. Sometimes that's just their culture or upbringing. You don't need to throw passive-aggressive jabs in such situations. But, if they still don't let you help, repeat those three steps, but with slight changes:

1. Try to offer help to solve their issues sincerely

Example: "I understand the impact of your problem. I'm going to do something about it. Would you like me to start fixing the problem for you?"

1. Ask a positive question that compels the customer to say "Yes" in response.

In the worst of cases, after multiple tries, here is what you should do:

"I understand that this issue has gotten you upset. I like to help us move from discussing the situation to fixing it once and for all.

I acknowledge your frustration level, and we cannot fix the issue. I do not wish to waste more of your time. Leave the problem with me; I have your number. I will follow this up on your behalf. 

If I suggest, make yourself a cup of coffee or tea while I take the matters to the relevant person and get all the information I can. I will contact you in 30 minutes, clarify everything, and start working on the solution." 

Then do come back between 10-20 minutes. Not less than ten, as they need time to cool down.

Avoid Using Scripts

Customers' time is needlessly wasted when you say things from a script. Often, it would be so long that they would wait for it to finish before stating their problems.  

The management uses scripts because they want a consistent experience for the caller with different reps, even though it appears tone-deaf.   

Scripts create a terrible impression that you have no idea how to speak to the customer. The management focuses more on the numbers and spreadsheets and sees complaints going down when using scripts. So, they assume that there is causation there.  

It's a lousy substitute for actual training/coaching. 

Here is an example of a script: 

1. Empathy statement

I understand your concern and how you feel about this whole situation. I apologize for the discomfort. Let me check my resources to address your problem today. 

I can only imagine how you feel right now. I will do everything I can to turn the experience around.

Statements like these can feel like a waste of time. Also, it doesn't sound like they come from a place of genuine concern. The customer wants you to get to the point immediately. They don’t need your apology.  

Scripts can help customer service reps know what to say when they pick up the phone. But that should be it. After that, you should rely on your phone etiquette knowledge and other training to navigate the conversation intuitively.

Set Clear Expectations

Set the correct expectations from the start. It is one of the essential factors in any customer service position. Be clear about the options for resolving your customer's issues, the products available, and how your services work. 

Explain in detail the scope of your services. If your customers know what you can and can't do, they will have less ability to squeeze more out of you than you are willing or able to do.    

Also, be confident in your work, even if you are new and unsure. If you don't feel confident in your abilities, the customer won't be either. 

To display empathy:

• Let them know that you have been in their situation before and want to help the same way you have been allowed.
• Share your anecdotes and past resolutions.
• Ensure your customer knows you are a human being, too, with feelings, hopes, and disappointments like everyone else.

Use Negative Visualization to Deal With Challenging Situations 

The philosophy of Stoicism encourages the practice of negative visualization, in which a person deliberately imagines negative scenarios that could happen in their lives. The purpose behind this is to mentally prepare oneself for difficult situations and face them fearlessly. With its help, the stoics tried to reduce the impact of fear and anxiety and live with a more balanced state of mind.  

After reading this, you may be thinking, how will this help you in customer service? 

Well, you are bound to come across rude customers in your line of work; that's inevitable.

But, by practicing negative visualization, you can mentally prepare yourself in case a customer behaves rudely towards you. This will help you build emotional resilience in the face of challenging interactions, and you will be able to maintain your composure while focusing on finding solutions rather than reacting emotionally, thus resolving the issue in a better way.   

Never Tell an Irate Customer to Calm Down

Every customer service rep has encountered an angry customer at some point. Often, you may have asked them to "Calm Down!" right? Well, the truth is that saying those words has never made anyone feel calm.  

The tone may be condescending to the customer receiving those words, even if you try to sound subdued.

Please understand that not everyone can stay calm after getting upsetting news. Minimizing a customer's feelings or expressing apathy in response to their sentiments is detrimental. Saying "Calm Down!" feels just like that. 

All it will do is worsen their mood state and the severity and frequency of emotional outbursts. 

If a person is experiencing a lot of emotions, they cannot remain purely rational. So, in the case of emotionally triggering events, the brain's emotional centers get activated. Until the feeling subsides, it's impossible to access the brain's reasoning centers for a rational conversation. 

So, saying "Calm down" to an emotionally distraught customer will only add more fuel, in the form of shame, to that person's emotional state. 

I also recommend avoiding the following phrases: 

1. "Just relax" 
2. "Don't worry about it." 
3. "Stop Stressing Out" 
4. "It will be fine." 
5. "Don't get so upset." 

Being a customer service representative is a demanding job, no doubt about that. Sometimes you may feel like screaming and feel sick of it. 

It may kill you on the inside. 

But, remember, you are more than just employees. You are the public face of the company. Customers will never forget if you provide quality support to them. 

You play the crucial role of directly helping the customers and providing assistance, resolving complaints, answering queries, and processing orders. This job enables you to create a positive impact. So, please make the most of it.  

For Further Reading

I recommend checking out GoodFirms research on the Global Customer Care Industry. The study sheds light on the latest consumer trend in the industry, the top changes they would like to see in customer care services, and the challenges that the customer care industry faces in 2022 and beyond.