One of the biggest misconceptions in the world of customer service is that “nice” = “good.” While being nice isn’t bad, “nice” service is not “good” service. “Nice” service means “polite,” “friendly,” or “pleasant.” None of these are the core functions of customer service, which is to solve problems and help customers.
- It doesn’t help to be nice but unclear.
Many people new to the industry are concerned with being polite. This is normal. The issue with that perspective is being nice often comes at the cost of clarity, and this leads to more problems than you started with.
Customers need a clear and concise response to their questions. A nice but vague response doesn’t really help, right? In my years as a customer service leader, it’s clear that “nice and clear” always beats “nice and confusing.”
- Short is better than long.
This is not true in every situation. However, a lengthy phone call in itself can be problematic if the caller feels like it’s going nowhere. This is a frustrating experience and, no matter how nice it is, will not go well for your business.
A concise, efficient response to a client that resolves their problem is the goal and the most successful experience in customer service.
- You have to sound sure of yourself.
If a customer calls with a problem and you respond with a response like “Oh, let me just double-check that. I’m not 100% sure,” that response isn’t going to build confidence in your response to them. A response like “Let me check to be sure” is better. Even better? “Oh yes, that’s a known issue with this device. I will help you fix that for you now.” That’s the goal in response.
- Less information is often more information.
I know this sounds counterintuitive. But there is a difference between being helpful and “talking too much.” Over-explaining can make a simple question sound complicated and overwhelming. Don’t over-explain! Keep the message direct and focused, especially when dealing with complex or sensitive topics.
- The goal of customer service isn’t to “act nice” it’s to solve problems.
Sometimes people have a “performance” mindset toward customer service. They feel like they have to be nice or act a certain way. If you think about customer service as a goal to help solve problems, the tone of your responses will become less forced and more natural.