PBS Barbados is a business solutions firm that serves companies in
the Caribbean. They rely on their partnerships with global brands and
their quality customer service to provide their clients with the best
products and services available on the market. The provide document
creation and graphic design solutions, as well as software and hardware,
security, and financial product solutions. Here are three tips for
improving the interaction between clients and customer service
representatives.
- Customer service departments can practice active listening with their employees so that clients feel and are heard. Representatives should ask questions that clarify or rephrase what a client says because this shows that the representative is listening. Representatives should also show empathy towards the clients. This makes any conflict easy to overcome and creates a platform for the representative and client to work to together to overcome whatever challenges the client is dealing with.
- Customer representatives should admit their mistakes and the mistakes of their employers, even if they discover the mistake before the client does. This shows the client that the company is in control of the situation and that they want to fix their mistake. This creates trusts and restores confidence in the company by the client.
- After a problem or issue is fixed, a customer representative should follow up with the client at a later date to ensure that the problem has stayed fixed. This could be done in the form of an email so that the customer can respond at their conveyance and so that they notice that the company has made an extra effort.
