Sales Team Leader in Financial Services I Unleashing Brands in the Turkish iGaming Arena | Experienced in Building Authentic Connections | Passionate Customer Relations Professional | Marketing Enthusiast
Customer service is a vital skill in any industry, but especially in the gambling facilities and casinos industry, where customers might lose tons of money in a blink of an eye. You must invest in your customer service and find native speakers for your CS department for each language you support! I will tell you WHY. Because customers who visit these places are looking for entertainment, excitement, and fun. They want to feel valued, respected, and appreciated. They want to have a memorable and positive experience. But sometimes, things don’t go as planned. Customers may have complaints, issues, or problems. They may feel frustrated, angry, or disappointed. They may need help, guidance, or support. How do you handle these situations? How do you communicate effectively with customers who have different needs, expectations, and emotions? The answer is: empathy and active listening. 🙌 Empathy is the ability to understand and share the feelings of another person. It means putting yourself in their shoes and seeing things from their perspective. It means showing compassion, kindness, and care. Active listening is the ability to pay attention and focus on what the other person is saying. It means asking open-ended questions, reflecting back what you have heard, and summarizing the main points. It means acknowledging their feelings, validating their concerns, and offering solutions. These two skills can make a huge difference in how you communicate with customers. They can help you build rapport, trust, and loyalty. They can help you resolve conflicts, prevent escalations, and increase satisfaction. They can help you create a lasting impression and a loyal fan base. I have learned these skills through my own experience as a seasoned professional in customer service fields. I have seen how they can turn a negative situation into a positive one, and how they can make customers feel heard, understood, and valued. I have also seen how they can improve my own mood, confidence, and performance. 🙏 What about you? How do you use empathy and active listening in your customer service communication? What are some of the benefits and challenges of these skills? Please share your thoughts and stories in the comments below. P.S: If you are looking for an audit of your customer support, from a professional who has +10 years of experience in the field, you can ask for my consultation. The languages I support include: #Turkish #English #Italian #Spanish #customerservice #empathy #activelistening #communication #igaming