We know that customer services is an essential part of your customer’s journey. This means having support available before, during, and after purchasing. Whilst a one size fits all approach is easy to adopt, it is not always appropriate. We believe customer service should always have a personal touch. In this article we look at how to take a personal approach to customer services. Understanding the customer with listening and empathy Ensuring that you actively listen to customer concerns and needs plays a significant role in the delivery of customer services. By having empathy, you can understand customer frustrations, allowing you to think of the appropriate solution. For example, if you answer the phone to a customer who is unhappy you can find a solution to accommodate their issue and use techniques to reduce resolve the situation. Tailoring solutions by customising support for individual needs It is also essential to
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