R_b_B276_INTERNAL.jpg

First class customer service: tips to be the very best

At RBS, when it comes to providing stand-out customer service, we do everything we can to make sure that every customer has a memorable experience. We’re always on the lookout for bright and dedicated people, who are truly passionate about providing a best-in-class customer experience and who share the same values as us.

So, if you’re considering a career in customer services, here’s a little inspiration for providing an excellent customer experience. These top tips should help you nail it every time...

1. Make your customer feel valued

Fantastic customer service should make your customers feel like they are the only person in the world. That’s why it’s so important to treat customers as individuals, make them to feel appreciated and important to your company. People value a sense of security and trust, so it’s crucial we make sure each and every person feels that they are special and has your undivided attention. This could be as simple as a heartfelt thank you.

2. Give more than expected

We’re not suggesting unlimited freebies here, of course, but there’s no harm in giving customers a little more than they expect from time to time! Whether this is providing some all important reassurance, going the extra mile or simply alerting someone to a service that would benefit them – a little bit more goes a very long way.

3. Identify and anticipate their needs

When serving customers, it’s always best to expect the unexpected and be prepared. Make sure you know your customers as well as you possibly can. Get into their mind-set and figure out exactly what motivates them, ask yourself why they choose to do business with you in the first place. This will help you figure out what they really need and plan ahead for any potential bumps in the road.

4. Carry on learning

A customers' time is precious, they need experts, people who know what they’re talking about and have the knowhow to fix a problem as quickly as possible. That’s why you should always make sure your development is being pushed forward and you’re always staying up-to-date with the services you’re providing and the wider context. Ask for more training if you need it.

5. Service with a smile

You can’t put a price on a friendly face with a smile. Even if you’re simply serving customers over the phone – they can still hear a smile! Providing a cheerful service is one of the best ways to connect with a customer and, in turn, it creates a happier and more positive working environment for you and your colleagues too.

6. Be responsive and act quickly

Is there anything more disheartening than being kept waiting? Or worse still, being ignored? Always make sure to acknowledge all inquiries as quickly as you can, even if it’s only to reassure the customer you’re looking into the issue and will be back in touch. Some response is always better than none.

7. Get regular feedback

It can come as a bit of a surprise (good or bad) when you learn what your customers really think of the products and services you provide – and what customers think of you in particular! Taking the temperature with your customers is very important however. It will help you learn from any mistakes and strengthen your approach to your role.

8. Know your stuff

This one is a no-brainer. Anyone dedicated to fantastic customer service needs to know exactly what they’re offering first – inside out, back to front. Your customers should be able to quiz you on every aspect of the product or service you provide and expect detailed and honest answers in return. It’s time to do your homework.

9. Communicate clearly

Communication skills are essential for anyone looking for a customer service related role. This can often be a balancing act of genuine, friendly chatter with your customer and quickly getting to the heart of the issue without appearing robotic. You must also be able to effectively convey what you need to your colleagues, in order for you to get the support you need from your team.

10. Patience is key

A role in customer service isn’t always going to be a bed of roses. There will be times when you will come up against difficult situations. The key here is to keep your cool and behave professionally at all times. No matter what the challenge, try to get to the heart of your customer’s issue and remember to stay polite and helpful at all times.

So, think you have what it takes? We have a variety of exciting and challenging roles in customer service – all waiting to be filled by bright and dedicated people who are passionate about helping others and getting the very best job done.