Cleanroom Customer Service – skills that matter
As a specialist distributor of cleanroom & specialist contamination products, Critical Environment Solutions strives to be the UK’s leading provider of these services. To compete with larger more diverse organisations our USP, is to provide a level of customer service that is exceptional in terms of its ability to process the customers requirements at the highest level. To this extent our staff will respond quickly to requests, provide product advice and support and will always keep the customer fully informed. Where products are stocked we aim for next day delivery, or within the customers required delivery window where a specified delivery date is requested. For those products that are not stocked or have been sourced, the customer will always be kept up to date with the expected delivery.
The following list of 15 Customer service skills are essential to ensure these high levels are achieved:
If you don’t see this near the top of a customer service skills list, you should stop reading.
Not only is patience important to customers, who often reach out to support when they are confused and frustrated, but it’s also important to the business at large: we’ve shown you before that great service beats fast service every single time.
Yet patience shouldn’t be used as an excuse for slothful service either!
If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they’d rather get competent service than be rushed out the door!
The ability to really listen to customers is so crucial for providing great service for a number of reasons.
Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it’s also important to be mindful and attentive to the feedback that you receive at large.
For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling that your software’s dashboard isn’t laid out correctly. Customers aren’t likely to say, “Please improve your User Experience!,” but they may say things like, “I can never find the search feature,” or, “Where is the _____ function at again?”
What are your customers telling you without saying it?
Make sure you’re getting to the problem at hand quickly;
Customers don’t need your life story or to hear about how your day is going.
More importantly, you need to be cautious about how some of your communication habits translate to customers, and it’s best to err on the side of caution whenever you find yourself questioning a situation.
An example: The last time I went to get work done on my car, I was told by an employee that if I wanted to get an oil change, it would be “included” in my final bill.
I thought that meant I’d be getting it for free, yet as it turns out, that wasn’t the case. The employee apologised and I truly believe it was an accident (they just worked there), but I haven’t been back to that shop since because of the miscommunication.
When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.
The best forward-facing employees in your company will work on having a deep knowledge of how your product works. Without knowing your product from front to back, you won’t know how to help customers when they run into problems.
It’s not that every single team member should be able to build your product from scratch, but rather they should know the ins and outs of how your product works, just like a customer who uses it every day would.
Without knowing your product from front-to-back, you won’t know how to help customers when they run into problems.
Sounds like fluffy nonsense, but your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers.
Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use.
An example: Let’s say a customer contacts you with an interest in a particular product, but that product happens to be backordered until next month.
Small changes that employ “positive language” can greatly affect how the customer hears your response…
The first example isn’t negative per se, but the tone it conveys feels abrupt and impersonal, and can be taken the wrong way by customers, especially in email support when the perception of written language can skew negative.
Conversely, the second example is stating the same thing (the item is unavailable), but instead focuses on when/how the customer will get to their resolution rather than focusing on the negative.
Sometimes you’re going to come across people that you’ll never be able to make happy.
Situations outside of your control (they had a terrible day, or they are just a natural-born complainer) will sometimes creep into your usual support routine, and you’ll be greeted with those “barnacle” customers that seem to want nothing else but to pull you down.
Every great customer service facing person will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.
Hey, despite my many research-backed rants on why you should spend more time with customers, the bottom line is that there is a limit, and you need to be concerned with getting customers what they want in an efficient manner.
The trick here is that this should also be applied when realising when you simply cannot help a customer. If you don’t know the solution to a problem, the best kind of support professional will get a customer over to someone who does.
Don’t waste time trying to go above and beyond for a customer in an area where you will just end up wasting both of your time!
You won’t always be able to see customers face-to-face, and in many instances (nowadays) you won’t even hear a customer’s voice!
That doesn’t exempt you from understanding some basic principles of behavioural psychology and being able to “read” the customer’s current emotional state.
This is an important part of the personalisation process as well, because it takes knowing your customers to create a personal experience for them.
More importantly though, this skill is essential because you don’t want to mis-read a customer and end up losing them due to confusion and miscommunication. As Emily Triplett Lentz wrote in Boost Customer Happiness with Exclamations and Emoticons:
“I rarely use a smiley face in a support email when the customer’s signature includes “PhD,” for example — not that academics are humorless, just that “:)” isn’t likely to get you taken seriously by someone who spent five years deconstructing utopian undertones in nineteenth-century fictional autobiography.”
Look and listen for subtle clues about their current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive.
There are a lot of metaphors for this type of personality: “keeps their cool,” “staying cool under pressure,” and so on, but it all represents the same thing: the ability some people have to stay calm and even influence others when things get a little hectic.
The best customer service reps know that they can’t let a heated customer force them to lose their cool ; in fact it is their job to try to be the “rock” for a customer who thinks the world is falling down due to their current problem.
Sometimes the customer support world is going to throw you a curveball.
Maybe the problem you encounter isn’t specifically covered in the company’s guidelines, or maybe the customer isn’t reacting how you thought they would.
Whatever the case, it’s best to be able to think on your feet … but it’s even better to create guidelines for yourself in these sorts of situations.
Let’s say, for instance, you want to come up with a quick system for when you come across a customer who has a product problem you’ve never seen before …
This is one a lot of people didn’t see coming!
Experienced customer support personnel know that oftentimes, you will get messages in your inbox that are more about the curiosity of your company’s product, rather than having problems with it.
To truly take your customer service skills to the next level, you need to have some mastery of persuasion so you can convince interested customers that your product is right for them (if it truly is).
It’s not about making a sales pitch in each email, but it is about not letting potential customers slip away because you couldn’t create a compelling message that your company’s product is worth purchasing!
Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shorcuts) is a key skill when providing the kind of service that people talk about.
The memorable customer service stories out there (many of which had a huge impact on the business) were created by a single employee who refused to just do the “status quo” when it came to helping someone out.
Remembering that your customers are people too, and knowing that putting in the extra effort will come back to you ten-fold should be your driving motivation to never “cheat” your customers with lazy service.
To be clear, this has nothing to do with “closing sales” or other related terms.
Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).
Getting booted after a customer service call or before all of their problems have been addressed is the last thing that customers want, so be sure to take the time to confirm with customers that each and every issue they had on deck has been entirely resolved.
Your willingness to do this shows the customer three very important things:
When you get a customer to, “Yes, I’m all set!” is when you know the conversation is over.
Perhaps empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill. But since empathy can be learned and improved upon, we’d be remiss not to include it here. In fact, if your organisation tests job applicants for customer service aptitude, you’d be hard pressed to look for a more critical skill than empathy.
That’s because even when you can’t tell the customer exactly what they want to hear, a dose of care, concern and understanding will go a long way. A support rep’s ability to empathise with a customer and craft a message that steers things toward a better outcome can often make all the difference.
If you came across this article and read all the way to the bottom, you likely already have this skill (nice job!).
This is probably the most general skill on the list, but it’s still necessary.
Those who don’t seek to improve what they do, whether it’s building products, marketing businesses, or helping customers, will get left behind by the people willing to invest in their skills.
For more information about the products and services provided by Critical Environment Solutions, please click here.