We love showing small business owners and startup teams how to improve their internal and external performance. When it comes to digital marketing, spend time combing through online and offline resources. Challenge yourself to learn more, so you can then experience better results. Although mobile marketing is usually one of our common discussion points, today we wanted to investigate the basic do’s and don’t’s of customer service and support.
Our team recently came across this infographic from top SMS marketing service, Slicktext.com; 9 Customer Service Phrases That Pressure Cook Problems (and What to Say Instead!).
Customer service and support isn’t always an easy task. In fact, it can sometimes try your patience and make you question your profession. In addition to the below advice, keep the following points in mind when dealing with disgruntled customers or crisis management issues.
Remember, practice really makes perfect.
Don’t avoid conflict, as it will only escalate your frustrations. Learn how to handle customer dissatisfaction. Sure, the first few incidents might not go off without a hitch. But, in time, you will develop a personalized interaction formula that works for you. Tackle each issue head on, knowing that it will sharpen your skill set.
Know your industry.
If you work for an email marketing provider, but don’t understand the extent of your solutions, you’ll struggle to offer assistance. Know the product or service you’re representing. If you understand the industry like the back of your hand, you’ll handle each situation with confidence and ease.
Be open to constructive criticism.
Especially as a new support rep, study the problem solving skills of your supervisors. Notice how they handle conflict, and how a solution is determined. Request monthly reviews. This might seem like a drag, but it will definitely encourage your individual growth and speed up personal performance.
Kristen Vanstrom is the Director of Content Management for Slicktext.com. Slick Text is a top text message marketing provider. They offer immediate and affordable mobile communication solutions for the small business owner.