People often think that customer service is only about fixing things and solving issues but that's not the whole story. The real goal of customer service is providing a positive experience. Customer service representatives (CSRs) can't always deliver solutions, but they can always deliver empathy; the impact of customer emotions shouldn't be ignored. Empathy helps to absorb emotion, helping get customers into a negotiation frame of mind rather than dissatisfaction.
Put yourself in your client's shoes and demonstrate you understand their points.
By putting yourself in the shoes of a customer, you get context that helps you do your job: “I know how frustrating it can be to be in a meeting and realize halfway through that there’s a problem with your presentation. Did you access it on this computer the night before or the first time today?"
Great customer service occurs when CSRs actually care about the outcome. They know what the customer is going through and understands the impact of the issue.
Stay tuned for more customer service tips from Intercon Messaging!