Support reps should also be aware of your company's buyer persona. The ability to understand who your customers are and how they use your product will be essential in providing personal customer service.
Additionally, it's helpful if your customer support software gives your reps as much information about the individual caller as possible. For instance, support reps should be able to look at a contact record and see their history with your company.
Think about this: How can your reps provide personal customer service if they don't know anything about your customer or product?
2. Relationship Building
Another vital skill in personal customer service is relationship building. Your reps need to have the ability to make a connection and empathize with your customers.
It's much easier to provide personal customer service when you've built rapport with the customer. A few simple ways to build a relationship on a service call is to use the customer's name, introduce yourself, and empathize with their unique situation.
Customer support reps should be able to adapt and approach each call differently because every customer deserves an individualized solution.
It's not always easy to ask questions and actively listen to the answers, but interviewing skills are the only way to achieve personal customer service.
Your support reps learn the most about your customers during the question and answer portion of a support call.
By asking the right questions and actively listening, your support reps will figure out what's wrong and be able to look for opportunities for personal customer service.
Demeanor and attitude are an important element in a customer service call because that's how customers build a connection with a support rep.
If your team isn't approachable, customers won't feel like your support team wants to help them. This puts customers on the defense, creating a hostile conversation.
Have you ever been on a call where a customer just seemed to want to vent and was never happy with the solutions? This can happen.
With those calls, it's hard to know how to close a conversation. The best way to do it and provide a personal experience is to ask them what else they need help with so you can solve any issues they have in one phone call. This should let the customer know that they're valued by your company, so they become an advocate.
Another important life skill, your customer support team should be well-versed in troubleshooting.
This means that your reps know how to analyze a situation, figure out what's wrong, and figure out a solution quickly.
To provide personal customer service experiences, your support team needs to be equipped with a certain set of skills.
Originally published Jun 11, 2020 8:00:00 AM, updated June 15 2021