Consumer service reps must stay true to the company policies to provide consistent support.
This piece suggests customer service tips brands can employ to overcome tricky situations while supporting their consumers. First off, consumer service agents need to set the expectations of customers and be clear about the steps they are about to take to resolve their issues.
Understand, listen, and empathise with consumer problems, and engage internal teams like sales and marketing to resolve concerns and “close the loop” with customers. Make sure customers understand the resolution provided and follow up with them to decrease call frequencies about the same issue.
Service agents must be resourceful and capitalise on assets of their organisation to serve their consumers. Carefully listening to consumer problems and asking questions to understand their situation before taking any steps is recommended.
[6 minute read]