The need to effectively service the customer online is significant as customers rush to find solutions to their problems online, especially during the era of COVID-19.
However, most organisations fail to train their staff on excellent customer service.
Whether your business is an online boutique or supermarket, the impression the staff leave on the customers determines if they will continue to do business with the company.
Remember that virtual agents represent the brand and customers rely on them to assist with their numerous questions.
With virtual customer service taking over the offline customer representative, the need to provide a unique and memorable customer experience is essential.
If you are a business owner or a virtual customer representative, here are 5 Do’s and Don’ts to take note of, when dealing with customers.
Do’s of a Customer Service Representative
Do answer chats/emails promptly:
Attend to all conversations, requests or emails as soon as possible. Ensure that you address all online demands as soon as you can get to them. Customers may get offended when their chats are ignored.
Treat Customers With Respect:
With more businesses competing for the same customer online, it is crucial to respect every customer interacting with you. Treating your customers with respect and empathy will make them feel loved, stay loyal to your business.
Place Value Before Money:
As a business owner or customer service representative, your goal should be to offer value to your customers first. Think of a value proposition you can offer customers before trying to sell a product. Customers will do business with your company if they know you will deliver value to them at all times. Consequently, If your goal is to make money first, then you might lose out on customers seeking value for their money.
Do Repeat Their Concerns:
As a virtual customer representative, you may not have the answers to all customer’s problems/questions. However, repeating their concerns may calm them down, as you proffer an alternative to solving their problems.
Repeating a customer’s concern is a way to show the customer that you understand their problem and concerns. Showing empathy while re-addressing their interests, makes the customer feel they can trust the company to solve their issues and needs.
Don’ts of a Virtual Customer Representative
Do not be rude:
Never offend a customer for any reason. Any harmful or negative remark made against a customer may destroy your company’s reputation in the long run. The customer may decide to publish and share your rude comments online and that can ruin your company’s reputation. No matter how frustrated a customer service agent may be at a customer, never be rude to them.
Do not ignore customers:
When a virtual agent does not respond to their request online, customers can feel ignored and disappointed. No matter how complex a customer’s issue is, do not ignore them. If you would take some time to get back with the customer, give a timeline, for example, “I am apologising for the delay. I am working to make this right. Let me see what I can do for you. Please give me about 5 minutes, and I will be right back.”
Do not use unnecessary big grammar:
Not every customer is as sophisticated as you think. It is always important to use simple English as much as possible to communicate your ideas to the customer.
Do not ask personal matters:
A business is a professional entity, and any personal question a virtual agent asks a customer must be related to the issue addressed. Do not ask personal matters outside the frame of discussion.
Do not overuse emojis or abbreviations:
It is imperative that virtual agents refrain against using emojis or abbreviations when communicating with the customer. The use of emoji is a personal way of sharing emotions with a person. Using emojis, most of the time, seems unprofessional as a business is different from a person.
Also, virtual agents who use abbreviations should explain in full what it means. Some customers may not fully understand or misunderstand your abbreviations. For example, if you are an online customer service agent working for the pharmaceutical company, ensure to explain technical terms or acronyms to your customer.
If you are looking to go into the customer service space as a virtual agent, here are some work duties that may be expected of you.