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How to Personalize Customer Service

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  • 0:05 The Customer Service…
  • 0:39 Empathy in Customer Service
  • 1:25 Body Language
  • 2:54 Providing Personalized…
  • 3:39 Lesson Summary
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Lesson Transcript
Instructor: Amber Dixon

Amber works with graduate students enrolled in a virtual program and has a Master's of Social Work degree.

This lesson will review basic social interactions, body language, and utilization of empathy with customers. The lesson will also discuss providing customer service that is personalized.

The Customer Service Experience

It's probably safe to say that we have all had customer service experiences that ranged from excellent to downright horrible. As the customer, how did you feel in these situations? If you were on the other side, as an employee helping a customer, how did those interactions affect you? Poor customer service may lead to a negative reputation for a business, as well as impact the number of customers that choose to keep coming back. A customer service experience must be positive for the customer. Let's discuss how to create a memorable and unique experience for customers.

Empathy in Customer Service

Customer service representatives can create an approachable environment by greeting and engaging customers. When customers are comfortable, they are more likely to have a positive interaction. At the closing of an interaction, customer care representatives can ask customers if there are any additional needs to be addressed.

Excellent customer service begins with empathy, the ability to recognize feelings and emotions of customers. When customer service representatives are empathetic, they can better relate to customers and can better anticipate how the customer will respond. Customers who feel heard and supported are more likely to practice customer loyalty, meaning they will consistently return to a particular company. Empathy is the ability to gain insight into the customer's perspective.

Body Language

It's important to recognize non-verbal cues from customers in order to assess if they are comfortable or uncomfortable. To understand body language, customer care representatives must listen with intention to what the customer is saying. Recognizing that each customer is unique, and treating each individual with respect, will usually have a lasting impact. Maintaining eye contact with customers lets them know that the employee is listening. Being mindful of facial expressions, and whether the customer's facial muscles are tense or relaxed, is also an indicator of their feelings. Their posture and tone of voice also helps determine how they feel.

It's important to recognize when customers are uncomfortable in order to adapt a new approach to communicating and interacting with them. For example, a store employee named Mark was helping a customer resolve a discrepancy on an invoice when he noticed the customer becoming increasingly agitated. The customer was displaying anxious behaviors by fidgeting, pacing, tapping his feet, having inconsistent eye contact, and perspiring. Mark became more empathetic towards the customer by reassuring him that he would leave with all of his questions answered. Mark offered the customer water and clarified an approximate time frame for how long it would take before corrections were finalized. Mark had the ability to recognize the customer's body language which, in turn, helped to prevent conflict since he took the opportunity to explain and reassure the customer.

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