FAB? Eli5? HEAR? Feel, Felt, Found? Do they sound like you? If not, you’ve come to the right place to find out more about the customer service techniques, which, if implemented on your website with a shopping cart, can give you very positive results to boost your sales and create long-term relationships with your buyers. Get some inspiration, increase your knowledge and get ready to boost your brand in the digital world.
The satisfaction that customers may have towards a brand no longer only depends on the quality of its products or services, but also on the attention they receive before, during and after making their purchases. For this reason, it is essential to implement customer service techniques that generate pleasant experiences and help make decisions.
Remember the last time you requested information about something. What experience did you have? Did you get an answer quickly? Was it easy to ask? Did you get the answer you expected? If the situation went wrong, surely you were left with a bad taste in your mouth, but if everything went well, you remember the moment with a smile.
The same happens with your consumers when they ask about the attention they received in your business. If you don’t want to run into bad comments that affect your performance, make a plan as soon as possible and begins to implement good customer service practices.
In this article I help you! 🚀
What are customer service techniques?
They are strategies that your business can take advantage of to maintain effective communication with users at all touch points.
Since before and after becoming clients they usually have doubts, concerns and requests that they need to resolve; It is recommended that you apply them for the following:
Advantages of giving exceptional customer service
- To hold back: If they receive help, the chances are high that they will complete their purchase process.
- Increase brand prestige: they recognize your work and look favorably on what you do.
- Sales increase: if they are satisfied, they are willing to buy from you again.
- Generate cross-sell opportunities: They are willing to know what else you can offer them.
- : they recommend you, become promoters and position you as a benchmark among companies in your same sector.
- Avoid complaints and claims: if you support them and give them solutions, they will have nothing bad to say.
- Make a difference between your competitors: a good experience is marked in their memories, and if your brand is the only one that grants it, they will hardly prefer another.
- Strengthen the relationship: they have direct contact with your business and feel close to it.
- Strengthen loyalty: With good attention in each of its purchase stages, bonds of loyalty that are difficult to break are consolidated.
These points show that ensuring customer satisfaction is essential at all times, so don’t make the mistake of leaving them alone and accompany them in every step they take.
How should the management of customer service techniques be?
If after reading the above you are a little overwhelmed by thinking about how to achieve everything at once, calm down! handle these customer service techniques It is not as complicated as it seems, and I want to show you.
They say that the details make the difference, and in this case there is no exception. Making your business always available and ready to help all customers effectively is something you can achieve by implementing these actions:
- Remember that you are talking to people.
- Be empathic.
- Anticipate problems.
- Take advantage of technology.
- Solve any situation.
- Make easy.
- Communicate at the right time.
- Align messages across all your contact channels.
- Ask for feedback.
Here is a brief explanation of each point for you to have more clarity:
Keep in mind that you talk to people
Attention can be automated in digital channels, and there is nothing wrong with this; what is wrong is to forget about the human side. For this, you must create personalized messages in the that convey the spirit of your brand and do not seem robotic.
be empathic
When consumers contact your business it is because they need your help and they trust you to give them an answer. So, no matter why they do it, make sure your customer support team understands their feelings and gives them the support they deserve.
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Anticipate problems
Be proactive and think of all the possible scenarios that your audience can face, then define what will be the best way to respond to each circumstance and document it. This will serve as an action plan for you to act quickly.
Take advantage of technology
Gone are the days when people had to go to an office to solve a problem or make a call to the customer service team to attend to a request. From WhatsApp, email, website or your company’s social networks you can provide faster and more efficient service.
Solve any situation
Never end the conversation without first giving a solution, although this is not immediate. People reach out looking for answers, and if they don’t get them, they could become frustrated to the point that they could change the good perception they had of your business.
Make easy
There is nothing more annoying than slow and cumbersome processes during customer service, so it is of the utmost importance that you provide it in a practical way. Don’t ask to fill out thousands of applications or forms, or involve too many people or steps. The easier, the better.
Communicate at the right time
Did you know that the ? That’s how it is. Immediacy has become a relevant factor to improve your experiences, so You should take advantage of tools such as chatbots to maintain communication 24/7, when your staff is not available.
Align messages across all your contact channels
Whether your audience contacts you through some offline or online means, ensures that the response they receive on all these channels is the same. Otherwise you will only create confusion, lose credibility and show that there is no organization in your business.
ask for feedback
It is always a good idea to listen to the opinion of your prospects and clients to know if the attention you are giving them is really effective. For this reason, once their requests have been completed, ask if they were happy with what they received, what they liked and what they would improve.
With that said, now I’m going to show you what are the customer service techniques that serve to improve the experience that your audience currently has. Keep an eye out! đź‘€
7 customer service techniques
Whether you have a physical or virtual business, take nothing for granted and improve the way you communicate with the people who visit your business. Customer service techniques that help you take control of this are:
- fab
- Eli5
- HEARD
- Feel, Felt, Found
- question mark
- Use of positive language
- online service
Now, we are going to talk about each one so that you can implement them in your business.
1.FAB
For its acronym in English Features (features), advantages (advantages) and benefits (benefits), is an ideal technique to give customer service during the sale. Here, the commercial team is in charge of relate the benefits of a product or service with the needs presented by consumers.
Whether people know what you sell, they are clear that other brands sell something similar to what you offer, or they know absolutely nothing about your offer. Your sellers can apply it to highlight their added value. Thus, whenever they approach, they will get a very complete explanation.
2. Eli5
It refers to the phrase “Explain it like I’m 5 years old” (explain it as if it were 5 years old) and is based on using direct and easy-to-understand language when serving a customer. Literal, its purpose is to convey messages so clear that even a child can understand them.
Surely you are familiar with technical or specialized terms or codes and transmit them to your team; We recommend you not to use them with your clients, since you will only create confusion. It is best to always speak to your customers in their own languagewith simple words and without technicalities so that they feel that you are really helping them.
3. HEARD
This technique is useful for giving follow up with customers who are angry or have a complaintbecause all they want is to feel heard and supported.
HEARD is an acronym in English that consists of:
- listen (listen): pay attention to what the client says.
- empathize (empathizes): be understanding of the situation.
- Apologize (excuse yourself): sincerely apologize and admit your fault.
- Solve (resolves): find a solution as soon as possible.
- diagnose (diagnostic): analyze what caused the problem to avoid it in the future.
đź’ˇ Golden tip: In order not to forget any details or fall into misunderstandings, constantly confirm what the client says. For example: “So, if I understood correctly, we sent you the wrong shoe size, right?”
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4. Feel, Felt, Found
This customer service technique is used to handle moments where the client rejects or has objections to the product or service. The intention of its name is the following:
- feel (I feel): put yourself in their shoes and give importance to the problem.
- felt (I have felt it): say that you or other clients have experienced something similar.
- found (finding): emphasize the idea that even with their objections, you are still the best option.
You have to be very careful with this process. Badly applied, the client can be left with the idea that their feelings are not important and that it only represents one more sale.
5. Question mark
It is strategic to take advantage of certain types of questions, because by asking them it is possible obtain valuable information and successfully cope with the situation. The ones you can put into practice are:
- closed: they are short and punctual to confirm with a “no” or “yes” what is being asked.
- open: they seek to obtain extensive and detailed information to understand the context well.
- Oriented: They serve to direct the conversation towards a particular objective.
- of clarification: they are concrete and useful so that both parties (business and consumer) are aligned with what is being considered.
- Of approval: its purpose is to provide solutions, taking into account the situation.
6. Use of positive language
Using the right words, even in the most difficult moment, helps to relax the situation. Therefore, avoid —as far as possible— giving a resounding “no” as an answer, and keep the possibilities open.
Maintain a courteous posture, communicate honestly, and show a genuine interest in responding to what the customer asks or requests. “I would like to know more about your problem”, “I will ask for you to give you a solution today”, “the product is out of stock but I will let you know as soon as we have it back”are just some example sentences that you can apply.
7. Online attention
If you…
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