Ungkapan “pelanggan selalu benar” atau “pelanggan adalah raja”, mungkin hal yang selalu terulang dalam bidang pemasaran. Pada dasarnya, istilah tersebut memang telah menjadi kebenaran umum dan mendorong setiap merek ataupun perusahahaan untuk membenahi ataupun meningkatkan kualitas pelayanan pelanggan mereka. Meskipun, hingga kini masih banyak juga perusahaan yang belum memberikan layanan pelanggan atau customer care yang baik.

Untuk memberikan layanan pelanggan yang baik, kita juga harus membekali Agen Customer Care kita dengan skill yang berkaitan dengan komunikasi. Dalam hal ini, Sociomile yang merupakan Omni-channel Customer Care platform, menampilkan 5 hal yang perlu kita lakukan saat melakukan customer service. Hal-hal yang disarikan dari berbagai sumber tersebut adalah sebagai berikut.

#1 Respek Terhadap Pelanggan. Mungkin kita sering mendengar bahwa hubungan apa pun, baik personal ataupun bisnis, berawal dari respek atau perasaan hormat. Kita harus membuat pelanggan merasa penting dan menganggap kita―sebagai merek atau produk―bersahabat. Mengingat, customer service adalah ajang untuk membuat pelanggan merasa berharga dan penting.

#2 Jujur. Sikap jujur menjadi hal penting dalam menjalankan hubungan dengan pelanggan. Tidak segan untuk mengakui kesalahan dan berjanji untuk melakukan perbaikan. Atau, harus menetapi janji jika sebagai merek, kita akan melakukan sesuatu untuk pelanggan (seperti perbaikan produk atau layanan, hingga melakukan follow up atas masalah yang sedang diungkapkan oleh pelanggan).

#3 Tanggungjawab. Sikap tanggung jawab dapat tersirat dari profesionalisme ketika menghadapi komplain dari pelanggan. Meskipun ada beberapa hal yang sebenarnya bukan kesalahan merek atau produk kita, selalu siap meminta maaf dengan tulus kepada pelanggan atas nama bisnis. Lalu, pastikan masalah dapat terpecahkan atau mendapatkan solusi sehingga pelanggan merasa puas dan tetap menggunakan produk atau layanan kita.

#4 Selalu Menempatkan Diri sebagai Pelanggan. Kita harus selalu berpikir jika kita berada di sisi pelanggan atau menggunakan perspektif pelanggan. Kita bisa melihat pengalaman pribadi kita ketika menemukan Customer Service suatu produk yang tidak baik, lalu kita bisa mempelajari kesalahan tersebut untuk kemudian kita terapkan sebagai perbaikan.

#5 (Tim Customer Care) Kita Butuh Tools yang Tepat. Menggunakan customer care platform, memudahkan dalam proses pelayanan pelanggan. Customer care paltform seperti Sociomile, mampu menelusuri berbagai percakapan ataupun sentimen (positif ataupun negatif) pelanggan terhadap merek kita di berbagai saluran digital. Terlebih, Sociomile yang mengusung sistem Omni-channel Customer Care platform ini memungkinkan kita untuk selalu up date dengan berbagai percakapan ataupun komunikasi dari pelanggan. Selamat mencoba! [JA]

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