Your Customer Service Style

I strongly believe that when you are working in customer service, you must be aware of your personal style and strengths. The keys in this are your ability to interact with people and being able to work under pressure. You also need to figure out what your behavioral and communications styles are. These two types, derived from an article by OpenForum, will help you to determine your own authentic expression. 

1. The Expressive Social Type

One-on-one or face-to-face contact is best for you. Talk and listen to your customers. Ask them how their customer service experience could be improved. If there is a problem that needs to be dealt with, show empathy. Empathy shows that you are interested and concerned with the customer’s problem. There are several phrases that can be used to show your concern. Using the phrase, “I understand” shows you comprehend their feelings and concerns. Others are “I apologize” or “I’m sorry.” Even if it wasn’t your fault, you represent the company. By apologizing, you will be doing a lot to keep the customer. By being attentive when customers are giving their feedback, you can show that you care about their concerns and are willing to help solve whatever their problems are.

2. The Straight Shooter

You don’t mince words. Your focus is on goals and getting the job done as efficiently and quickly as possible. Consider creating a short customer survey for customers to fill out. It can ask only one question such as, “How would you rate your shopping experience today?” By asking this type of question, it solicits the customer to give a rating for your product or customer experience. This question's an open-ended request for elaboration from them and follow up by you. This type of survey can give you a Net Promoter Score (and your goal should be a score of 80% or more). When you compare the feedback, you can see where areas need improvement and where progress has been made.

Using Your Style

By understanding your style, you can put your customer service strategy to good use. (You can use the tests at Similar Minds if you want more in-depth understanding of your style.) When you know yourself, how you like to work and the way you interact with people, it will make your job easier. By knowing which style you are, you’ll know how to greet and treat the customer. You’ll know how you can offer assistance and assume responsibility for customer problems. You will have your own technique for dealing with every customer. You can then choose and implement a customer service strategy that is tailored to your way of working.

Customer service is all about serving customers in a professional, courteous, and as efficient way as possible. If you take an active approach, you will be making satisfied customers.

A satisfied customer is a happy customer and a happy customer will be a returning customer. That’s what makes a successful business.

What is your customer service style?