Customer service in business industry is essential because customers are the key stakeholders important to sustain the business itself. Delivering excellent and authentic customer service today is not difficult if you set up the right standards. It is important to you maintain easy and open access for customers to reach you through various digital communication such as email, live chat, social posting and replies, in-person interaction, AI interaction, as well as phone calls.
Deliver excellent and authentic customer service
One of the most important keys for delivering exceptional customer service is the use of language. Language is one of the tools for communication that can express many things including authenticity. What kind of language does your customer service team need in order to chose to show authenticity?
Use Less Formal Language
It is recommended for customer service team to use less formal language but still in a line of politeness. Informal language is more encouraged today to be able to relate more with customers. The majority of customers are not from business industry who have been used to formal language. With informal language, you can create more comfortable environment so customers feel safer to share tell their issues related to your product or service.
Use Encouraging and Important Rules
The use of informal language in delivering customer service should apply some important rules. For example, the informal language that being used is supposed to be encouraging and elevating the customers not pushing them down. Do not compare the customers you are currently talking to with other customers. Do not insult missteps either because it can make your customers feel smaller and less appreciated.
Avoid Demanding Tone
You can use your informal language but avoid demanding tone. Always keep in mind that customers are important people whose force is behind your paycheck. It is important to not use words with demanding vibe such as ‘you have to’ or ‘you owe’. make your words more like a suggestion or recommendation so your customers feel more comfortable and not dictated. It will make them feel free to choose their own choice.
Don’t Make Unecessary Remarks
The language used by customers service crew should not suggest things that they don’t want to discuss furthermore into the conversation. You or your customer service team can use informal language but make sure that you don’t make unnecessary comments especially the one that makes customers feel offended. Informal and unscripted interactions and conversation should make customers feel more comfortable.
Never Cross the Line
Encourage your customer service team to be themselves without crossing the lines of course. When they are being themselves, the authenticity is easier to deliver because they act without particular script they need to practice all day and night. Natural warmth from authentic personality can be felt during interaction between your customer service staff and your customers.
Bring Out the Natural Charms
You already chose special people with warm and cheerful personality to be in your customer service team. Encourage them to show their true selves and remove fake smiles or expression. Encourage them to show genuine care to the customers with their natural charms.