We are friendly and helpful locals
How to be friendly?
According to our research UR guests, are very interested in establishing new friendships at their new homes. Presenting yourself in a friendly tone is great to improve customer satisfaction.
1) Reduce wait time
While customers are ready to wait for an hour when it comes to social media customer service, they will not wait for more than 28 seconds, waiting in a queue to contact an operator. Ideally, callers shouldn't wait for more than 20 seconds before they start a conversation with your call center representative.
Customers are impatient, and they don't want to spend time listening to your waiting-on-hold song. The more they wait, the angrier they become; and, by the time your operator says "Hello," they'll be about ready to blow. So please do your best to reduce the wait time.
2) Be an active listener
Customer support representatives are always busy. They have tons of things to do, dozens of phone calls to answer, and many details to keep in mind. It's all well and good, but when they are on the phone with a customer, they need to focus on that particular conversation: Even if a customer doesn't see your face, your tone of voice can tell a lot about how carefully you listen to them.
You need to be an active listener and pay attention to everything a customer says. For them to understand you are on the same page, don't interrupt but take notes and respond with a personal touch.
Don't sound like a robot, answering with the phrases from your scripts.
To look friendlier, try the following:
Use a customer's name when answering.
Repeat the problem after a customer describes it to ensure you get it right.
Use conversational indicators throughout the call: Phrases like "I see," "I understand," and others of this kind signal your attention to a customer's problem.
3) Call them by names
Remember Dale Carnegie with his psychological tricks on how to win friends and influence people? As he said,
"Remember that a person's name is to that person the sweetest and most important sound in any language."
In other words, personalized greetings and using a customer's name during the conversation is your chance to win a person's favour. This tiny yet essential detail can influence your brand loyalty and trust by far.
4) Make Relationships matter
Great customer service is about building relationships with your customers. Think of them as work-based friendships, they need to be maintained and rewarded.
How to be helpful?
The definition of helpful is someone or something that is useful, that provides assistance or aid, or that is prone to providing aid.
When someone gives you good and useful advice, this is an example of helpful advice.
When a person is always asking what he can do to assist you, this is an example of a helpful person.
Be honest, trustworthy, and consistent. If you say you’re going to do something, do it.
EXPLAIN THE PROCESS
People are more comfortable when they know what they should expect. Explain what’s going to happen to them in a clear and concise way so that there are no surprises for them.
MAKE INFORMATION ACCESSIBLE
People don’t want to operate in the dark. So while you’re explaining the process to them, make sure they know where to find any information about the service, process, and/or product at a later date – they may want to refer to it later.
ANTICIPATE CUSTOMER NEEDS
Remember the empathy point? If you’re in tune with your customer’s emotions you’ll be able to understand their needs and provide for them before they bring it up. This will make your customer all the more comfortable with your knowledge, and your product/service as a result.
LOOK FOR WAYS TO GET TO ‘YES’
The art of great customer service is about carrying on the right conversation; reach a point where your customer is comfortable with saying ‘yes, I’ll take it’.
ENSURE EVERY ENCOUNTER GOES WELL
Make sure you’re consistent. Treat every customer the same way so that every customer leaves feeling satisfied with a great customer experience. There’s no point only focussing on one customer and neglecting the rest.
Don’t forget about the customer once they’re out of sight. ‘out of Sight, out of mind’ is not the way to achieving great customer service. Reach out to them, even if it’s just to check on how they’re doing with their product – remind them that they mean more to you than just a sale, you want them to be truly satisfied with their experience.
OWN UP TO YOUR MISTAKES WITH HUMILITY
No one likes someone who pretends they didn’t make a mistake when they have. Own your errors and do so with humility. Sulking about it or throwing a tantrum isn’t going to help anyone.
Being a local
Our customers always mention that they are interested in meeting local people.
One of the main reasons is that the locals always know what to do, where to go, and know the ins and outs of the city and maybe can even help you to do some difficult paperwork with the local city hall.
As a CS Representative getting to know all that you can about the different destinations and Urban Roomie service and culture is one of your main duties.
BE A LOCAL = BE THE EXPERT
And we don’t mean just pretend you’re a know-it-all. Make sure you know what you’re selling: customers are more likely to buy from someone they believe really knows their subject. Do the research, educate yourself by reading the Roomiepedia, searching on google, asking other colleagues, or simply by calling the City Hall, so that you come armed with knowledge about your product and service.