Customer service skills you must possess stand atop five foundational pillars. These pillars form the basis of the great customer service you receive from Valet. The five customer service skills pillars:
Today, we examine the first of those five customer service skills pillars—tenacity.
Tenacity means staying the course all the way to the end. Tenacity means no cutting and running. It means no throwing your hands up in the air if things go poorly.
So, how best to define tenacity? Watch it in action.
We begin by letting Eric Dye, leader of the Valet customer service team, share a real-life story about tenacity:
“In this particular situation, our client’s SEO efforts produced unacceptable page rankings and traffic. We tried many ways to solve this problem. None worked. Except for one.
“The solution involved resubmitting our client’s website URLs to Google Search Console. We counted several hundreds of these, and resubmitted them one at a time as required by Google.
“The maximum URL submissions allowed in a single day was 10. A mistake made on a submission counted against that limit of 10 submissions. As a result, making a mistake reduced the number of that day's successful submissions.
“It took the customer service rep assigned to the case six months to complete this process.”
Now that’s tenacity.
‘Leave No Ticket Behind’
Beyond that, the Valet customer service team exhibits tenacity in many other ways. Among the most important: their pledge to “leave no ticket behind.”
To appreciate that pledge, take a step back and consider this: each Valet client request for help receives a duly recorded electronic ticket. These tickets serve as job orders and make the tasks of track help requests a breeze.
“We refuse to ignore or abandon a ticket once generated,” says Eric.
Many companies that use ticketing find it tempting to set aside help requests when the workload peaks, Eric notes.
“Their overburdened reps sometimes seek relief by putting a few tickets on the back burner,” he indicates. “The difficult jobs usually get pushed off. But once pushed off they tend to stay that way. As a result, they never get handled. They get left behind.”
Try never to leave tickets behind. Tenacity requires you handle those tickets. All of them.
Stump the Reps
Next, we consider the service requests most likely seen as difficult.
So, which ones count as difficult? Any that stump the reps.
“Everyone expects customer service people to possess all the answers all the time,” Eric contends. “But no one does.
Then, too, you need to acknowledge the limits of knowledge possessed by your customer-service team.
“We tell you when the answer to your question escapes us,” Eric explains. “But we also tell you of our intentions to research the matter and make all reasonable efforts to find the missing answers.”
Occasionally, Valet's efforts to uncover an elusive answer lead to a dead end.
“We let our clients know if we come up empty,” says Eric. “We never send an impersonal boilerplate message telling them, sorry, no solution.”
Instead, Valet clients receive a thorough explanation of why a question defies answer, Eric says.
“And we go one step further by offering recommendations for taking a different path to at least get a partial answer,” he adds.
Hold Tight to Your Customer Service Skills
Another situation where it becomes tempting to let tenacity fall by the wayside involves the non-responsive client.
Consider this example of non-responsiveness: the situation where a rep receives an emailed help-request by email, but lacks the time to promptly attend to it.
“You write back to let the client know to expect a lengthy delay. You ask in your reply email, 'Do you still desire assistance?' No response. At this point it becomes very easy to forget about this ticket.”
To the contrary, Valet never forgets. Valet handles such situations by following up with non-responsive clients.
“We send a second email,” Eric tells. “If still no response, we assume none is coming. So we send a third email. In it, we explain to the client that the ticket is now closed. We add that they can always reach back out to us. When they do, we'll happily pick up where we left off, or begin again.
“The idea is you always make it clear to your clients that you want to help. You want them to feel confident about your caring, that you act diligently on their behalf. You want them to know the intensity of your interest in moving the ball forward for them.”
So, now you know about tenacity, clearly one of the most crucial of customer service skills.
Finally, To appreciate this and the other four Valet’s customer service skills pillars up close and personal, you first need to become a Valet client. Easily done. Start by dropping us a line to say hello.