Customer Service Problem-Solving Techniques to Improve Your Sales

9 customer service problem-solving techniques

Customer service exists to assist customers with their demands or any issues that may arise while they are using your product or service. It is, therefore, necessary to train your staff on how to properly resolve customer complaints or problems. Learn about the methods a service representative can take toward customer service problem solving to deliver superior customer service!

• Ask for the Customer’s Needs

Ask probing questions to get to the heart of the matter and uncover unmet customer needs. The answers to these questions can be used to create a workable solution, and this is a consultative approach that will strengthen customer relationships.

• Listen to the Customer

Listen to the customer to prod deeper into the issue to determine the underlying cause. Only then will you be able to solve the problem at its core. You could even be assisting your company in developing stronger SOPs or regulations or eliminating a rigid process that is preventing you from running smoothly during the course.
The more you know about your customer and their company, the more you’ll be able to influence their bottom line.

• Don’t argue

When we are offended or proven wrong, we have an inbuilt propensity to react in a defensive manner. In customer service, this is a no-no.
To go through the situation unscathed, here are two tips that you can use.
Tip 1: Allow customers to talk
You should let your customers talk until they are able to release their frustrations and calm down. 
Tip 2: Show that you care
The least you can do is support them and be empathetic toward the situation while customers go on explaining their tales. Use consoling phrases to comfort them.

• Send Lightning-Fast Response

Every customer is strapped for time and expects a timely response from your support agent, 
Kapture’s omnichannel help desk software can help you streamline how you manage customer inquiries across multiple channels.

Image: Kapture’s omnichannel dashboard
You can route inquiries from a certain channel to a dedicated team. This helps ensure a smooth customer experience and swift resolution of customer inquiries.
Another way around is to add a live chat feature to your website. It is a tool that helps customers instantly connect with your agent and work out solutions. Kapture’s live-chat tools embedded in your website can deliver faster responses.

• Follow Solutions to the Conclusion

Once you’ve committed to providing the resolution, it’s in your best interests to see it through to completion.
The standard customer problem-solving process includes following up with clients and providing them with updates to keep them informed.