5 Customer Service Tips to Win Over Consumers and Clients

Heed these pointers to thrive in any customer-facing role.

By Omar Sommereyns, Monster Contributor

For any business, unlocking the true secrets behind great customer service tips is like finding the hidden entrance to an underground portal into another dimension. Well, maybe that's going a bit far. But the consumer psyche can seem like a conundrum sometimes. Figuring it out, however, is critical to the success of any customer-facing role.

Did you know that 33% of consumers would "consider switching companies immediately after" just one instance of poor customer service? Or that 97% of consumers say "bad customer service changes buying behavior"? Gartner—a major research and advisory firm—has even deemed customer experience as the "new battlefield" for business.

Still, in recent years, the perception of customer service in the U.S. has made progress, with 8 in 10 Americans reporting overall satisfaction. But there's always more to learn, and many mysteries remain, so Monster has dug into the research to uncover five tips to help you succeed in customer service jobs.

Customer Service Tips to Live By

1. Mind Your Tone and Use Positive Language

French philosopher René Descartes famously posited: "I think, therefore I am," but when it comes to decision-making—especially purchasing decisions or those that involve money or consumption—rational thinking/analysis isn't the only element at play.

Today, many psychologists and researchers contend that emotions play a larger role than was previously estimated, notably in studies conducted by Antonio Damasio, professor of neuroscience at the University of Southern California and author of Descartes' Error: Emotion, Reason, and the Human Brain. In addition to capitalizing on all your customer service skills, you should listen closely so that you can react accordingly. It's necessary for you to gauge the level of emotion your customer is on from the get-go. This will help you respond most optimally.

In terms of customer service tips, appealing to a customer's or client's personal feelings and experiences with the proper tone is fundamental. If a customer is particularly irate (because they didn't receive a package from an online retail order, for instance), letting them first vent their anger and frustration may be beneficial. So let them talk—or shout—all the way through. Tell them you understand. Show empathy. Ask your customer: "I know this situation probably makes you feel terrible—and wasted some of your valuable time—but how can we move past this? What can I do to make things better?"

2. Take Responsibility

One of the most important customer service tips is that you should be keen on taking responsibility rather than passing the proverbial buck. That could mean anything from admitting an actual error on your part to taking the blame when a customer gripes about a defective product. Carry the weight. Remember—these interactions aren't personal.

If you're dealing with a client, check up on them regularly to ensure they're contented. And with so much talk about automation, think of your position as bestowing an indispensable and lasting sense of human connection.

3. Know Your Products and Services

You'll be better able to master these customer service tips if you know exactly how your company's products and services work. It's best to avoid being vague or generic when responding to customers. Even worse is not being able to respond to a question because you lack the knowledge. You may think it's acceptable to put a customer on hold so that you can find an answer from your supervisor, but time is valuable—both to you and the customer—so don't waste it.

Spend any downtime with product specialists at your company to learn as much as possible. Absorb it all. If possible, try out the product or service yourself. Enhance your technical skills, such as how to use your ticketing software most efficiently. And when you're asked about certain aspects of a product, go the extra mile and give detailed information—maybe even provide a recommendation based on your own personal experience.

4. Be Proactive and Offer Solutions

Anyone working in customer service representative jobs knows this one by heart: Never dismiss a customer request outright or finish a conversation without resolving a problem with a satisfying solution.

One of the simplest customer service tips? Put yourself in their shoes. Before finalizing an issue, ask yourself: "Would I feel fully satisfied by this outcome?" or even "Would my grandparents be happy with this solution?"

It's often best to initially allow the customer to discuss their complaint and ask for what they want. Then you can evaluate what's feasible and get as close as possible to what the customer truly desires.

For example, you're a plumbing wholesaler, and a loyal customer puts in a big order for various fixtures for a major renovation project. However, you're out of one popular style and tell the customer that it would take two weeks to get a new supply from the manufacturer. They aren't happy, huffing a bit on the other line.

Meanwhile, you've gone through your inventory and found a similar design that you can offer at a better price and with express shipment. The customer is now seemingly satisfied. But on top of that, you also give them a discount on their next order of the original design they had wanted, finishing the call by saying: "You're one of our most valued customers, so we'll always do whatever we can to provide you with the highest-grade service."

5. Use Feedback to Make Improvements

There are many ways to ascertain how to improve customer service in the workplace, but it often comes down to listening to any feedback you receive. And that's true whether the feedback itself is positive or negative—and also whether it's from a customer or a supervisor.

On both ends, put aside some time to review and internalize all feedback. Develop a thick skin and don't be afraid to ask questions and make changes accordingly.

Know Thy Customer and Get a Leg Up

Now that you've reviewed our essential customer service tips, create a Monster profile to search for the best sales, hospitality, and customer service jobs in your area. Make sure to add the customer service skills you just learned to your profile to make it easy for the right employer or recruiter to find you sooner than later.