How can you utilise the 3 crucial traits of effective customer service?

How can you utilise the 3 crucial traits of effective customer service?

Achieving sustainable customer service

Statements such as, ‘make the customer think that you care’ or ‘make sure the customer feels you understand them’, get bandied around, but customer service runs deeper than just being a good actor.

The quickest way to achieve excellent and sustainable customer service is to genuinely appreciate that you don’t know everything. Therefore, you need to work with the customer to better understand their situation, give them the benefit of the doubt around the justifiability of their emotional state and take pride in trying to assist them in the improvement of their experience. Simply put:

 

  1. Show empathy
  2. Be non-judgmental
  3. Take pride
Crew providing customer service

Guide your customer

Regardless of how unreasonable or impassioned a customer’s responses may seem at any stage of a conversation, there will always be something that has happened to lead to this reaction – this may or may not be relevant to the problem at hand.

It’s unlikely that you will fully understand the customer and their individual circumstances. So, giving the customer the benefit of the doubt and focusing on the task of trying to make them feel better through your assistance, is the quickest route to a successful interaction.

Not only will they be happy not to be quizzed unless absolutely necessary but in addition, they will also know they have been heard and understand prompt action is taking place.

Sign-posting all of these things will help the customer to better understand the reasons behind your responses, consequently, the customer will adapt to a calm, evenly paced and friendly delivery if you adopt this from start to finish.

For more tips for your business, check out our other Business Boost blogs.

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SSL Certificates

SSL Certificates

 

Security is important. Below, we’ll run you through what an SSL certificate is, how to check for one and how your details are safe with Helm Tickets.

What is an SSL certificate?

An SSL certificate ensures a secure, private connection between a website and its visitors by creating a secure, safe channel for communications. 

The key way an SSL certificate ensures the safety of a connection is through authentication, verification and data encryption. 

Authenticating and verifying the identity of a website is a key part of how a website is successfully issued with an SSL certificate, meaning information about the website, person or business is held and confirmed to be true, so you can trust that it’s really them. 

Data encryption is the other part of why an SSL certificate is an important part of any website that handles personal information. By encrypting any data shared between a user and a website (including names, addresses, bank details), the information can’t be intercepted, tampered with or stolen.

How do I know if a site has an SSL certificate?

When inputting personal information into a web page, you should always check for the SSL certificate, otherwise, your personal data could be intercepted.

A website without an SSL certificate will display as ‘http://’ in the address bar. A site that has an SSL certificate will display as https://, in green, with a padlock and usually with a badge stating the website is secure. Here’s what the Helm Tickets address bar looks like:

 

Helm Tickets & SSL Certificates

Sometimes an organiser’s website won’t have an SSL certificate but that doesn’t mean transactions carried out using our embedded tool are unsecure. 

As always, we listen to feedback. We became concerned after feedback that customers thought that their transactions wouldn’t be secure when using the embed tool on unsecured websites, we’ve therefore made it clearer that your details are indeed safe. 

From now on, you’ll find an SSL badge on every embedded sales box that an organiser has integrated into their site, regardless of if their site has an SSL certificate. By clicking the badge, buyers can also view the details of our SSL certificate, its validity and there are even links to find out more about the issuer. 

Now, event attendees and organisers can buy tickets safe in the knowledge their details are truly secure. Below is an excellent example of our embedding tool being used, you can also see our new SSL badge.

Want to know more?

If your website doesn’t have an SSL certificate, it’s not rocket science to get one. Both
Namecheap and SSL2Buy are reputable websites where you can get a certificate for your site.

If you’re interested in learning more about SSL certificates and security online, here are some resources with more detail:

GlobalSign (our embed tool badge provider)
Symantec (Norton Security)
Google Chrome

We hope you found this useful and that you’ll feel safer when using Helm Tickets! If you’d like any more information about how we keep your data safe or you have feedback, get in touch.

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