The change of customer service

Until a few years ago, the term customer service was mainly known from the stationary retail and service sector. Being able to have a look at a product on site and receive personal advice seemed to be the advantages of retail – even as the area of e-commerce was already gaining in importance.

Due to the global corona situation, online retail has temporarily become the most important sales channel for many industries. As a result of the lockdown, many people had no other option than switching to online shopping, even if they had no or few previous points of contact with this kind of shopping. The lack of routine in dealing with online stores and the resulting lack of trust often lead to frustration and even annoyance on the part of those involved.

This can be avoided with the right customer service. That is why it is important to offer comprehensive support in dealing with store systems and, at the same time, solutions for active problem management.

The following approach and communication components turn discussions with customers into success:

Listening and being patient
The topic or issue of the customer is listened to carefully and summarized again. If the explanation is incomplete or incomprehensible, the caller can be asked again; this way, the caller knows that his or her inquiry is being handled attentively. In general, it is important to be patient, even if the customer seems upset or even angry.

Showing empathy
Once the difficulties and contexts have been understood, it is important to put yourself in the customer’s shoes and show understanding so the customer feels taken seriously. Even apparent banalities can represent a problem that needs to be solved.

Expert knowledge
It is therefore helpful to communicate to the caller that we are able to help. Thanks to our expert knowledge, we can find a solution to any type of difficulty. This is made clear by explaining the procedure to the customer and accompanying him/her step by step to the problem solution.

Positive wording
A friendly and understanding tone is a basic requirement for customer communication. If you also make sure to choose positive words, this will also have a positive influence on the course of the conversation.

In our daily business, we constantly realize that every single customer concern is individual and therefore no exact approach can be defined. Changes do not necessarily lead to problems, provided that the right solution approaches can be adapted. To be able to offer specific help to the customer, patience and empathy are as important as expert knowledge.