6 Ways to Be Consistently Good At Customer Service
Customer service roles across various industries are often perceived as accessible career paths with attractive compensation and minimal technical skill prerequisites, making them a widely favored choice. However, Web3 customer service is a completely different experience.
Despite the apparent simplicity of being a customer service representative, many individuals find it challenging to sustain their positions due to a lack of awareness regarding the essential soft skills needed for success in this field. The inherent challenges of the Web3 industry, coupled with the challenges of customer services, make Web3 customer service tough.
However, fret not. Here are six essential tips for becoming consistently good at Web3 customer services.
1. Provide a Personalized Experience
Often, Web3 customer service agents “stick to the books.” While this is a requirement for the role, it also calls for employees to be able to make decisions based on the situation. Some issues can be very unique, and manuals cannot fit every problem known to man, especially when it comes to appeasing a dissatisfied customer.
Therefore, good customer service calls for individuals to be able to deviate from the norm at times and make decisions that are not stated in the standard operating procedures.
2. Be Quick at Resolving Issues
Time is of great essence in customer service. The longer you make a person wait, the higher the chance of them leaving dissatisfied. Although this may seem unfair, especially considering customer service requires careful assessment of all available solutions. However, it is only normal for such an expectation to arise. Considering how fast-paced everything has become, and in an era when time is money, it has become paramount for Web3 customer service providers to be quick thinkers.
Therefore, exceeding expectations means keeping pace with customers. This issue can be easily resolved by having automated FAQs on your website and your chatbot with the option of getting in contact with a customer service agent if they cannot find a solution to their unique query.
3. Make Customer Service Accessible
Numerous businesses underestimate the significance of employing multiple communication channels to connect with customers. When marketing a product or service suitable for diverse age groups, it is crucial to recognize that their preferences for customer service can differ. For instance, a 70-year-old individual may prefer face-to-face interaction or phone support, while a teenager might seek issue resolution through email or online chat.
Effective customer service entails providing solutions tailored to the preferences of each client accessing your services.
4. Frequent Training Workshops
While many consider customer service roles to be a one-time learning experience that sets you up for a smooth sail for life, the reality cannot be far from this. As with everything that evolves, the Web3 customer service experience also needs to evolve to keep up with the times.
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Those who fail to adapt and learn during this change are the ones who end up being laid off. Companies that do not encourage training are often the ones who see a surge in complaints from customers pointing out the lack of trained staff and dissatisfaction with the post-purchase experience.
5. Practice Active Listening
Active listening is one skill that will be brought up time and time again as the most essential requirement in Web3 customer service roles. Those who cannot become active listeners are the ones who agitate the customer even further. Active listening requires paying close attention to the customers’ complaints without breaking their sentences, even in cases where you know the customer is wrong.
Repeat the customer’s words once they are done explaining their issues by phrasing sentences like “You mentioned having an issue with….is that correct?” This shows that not only did you listen, but that you are also actively recognizing the issue.
6. Stick to Your Words
When dealing with annoyed customers, many Web3 customer service employees rush to provide the first solution that comes to their mind regardless of whether or not that solution is feasible within the timeframe. Although this will appease the customer for the time being and take a ticket off your list, soon you will be swarmed with complaints when you cannot manage to deliver what you promised.
Hence, a good customer service provider knows the value of achievable and reasonable demands and resolutions to those demands. While being quick is of the essence in quality customer service, not holding up your end of the bargain is worse.
As you may have realized by now, being in the customer service industry is not an easy business. However, you can make it much smoother by ensuring you put your best foot forward in the tasks assigned to you. These six essential points will be of great importance for anyone looking to start a career as a Web3 customer service agent and for those in the process of hiring one.
Regardless of which end of the rope you are on, whether you are hiring or job-seeking, cryptojobs.com is the ideal platform for your Web3 job needs.