Customer care is an important aspect for any business to ensure customer satisfaction. It holds true in the context of web hosting too. There are many ways that can help a customer care agent to improve his customer care skills and these have been touched upon in brief in this PPT. Equipped with these skills any customer care agent can ensure customer satisfaction very easily.

1. Ways to Improve
Customer Care Skills

2. Table of Contents
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 Customer Care
 Thorough Knowledge of the Plans
and the Services
 Clear Communication as well as
Excellent Command of Language
 Use of Positive Language
 Exhibit Empathy
 Active Listening
 Conclusion

3.  Customer care is meant to ensure a customer’s satisfaction with a business’ goods and services
before, during and after purchase. This is even more crucial in the competitive field of web
hosting where most rival companies provide identical plans with very similar prices and it is
through customer care that one web host can have competitive advantage over the other.
Hence, it becomes very important for every web hosting company to pay attention to
developing as well as improving the customer care skills of its customer care professionals.
Any web hosting company in India or abroad as well as any cloud hosting company that
wants to be a market leader, focuses on ensuring proper and consistent customer care service.
The same can be said for any Windows hosting company in India that is aiming at having a
competitive advantage.
 The ways to improve customer care skills have been touched upon in the following slides.
3
Customer Care

4. YELLOW
 If a customer service agent wants to provide excellent customer service, then he needs to have a thorough
knowledge of the web hosting plans and their details along with information about every aspect of web hosting
as the customers’ queries can be very diverse. During onboarding, care should be taken to train the customer
service agents so well that they are well versed in everything that has to do with web hosting. This will prepare
them to answer every query and ensure customer satisfaction. Along with this the willingness of the agent to
continuously learn and improve himself is a trait that is very desirable and helpful.
Thorough Knowledge of the Plans and the Services
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5. Clear Communication as well as Excellent
Command of Language
 The ability to communicate clearly, empathetically and concisely
is a very important trait for any customer care executive to
connect with the customer. In order to be able to be understood
by the customer and understand the customer, the customer
service agent needs to have a very good command of language
else there can be more misunderstanding rather than quick
resolution of the problem. This will be counter-productive to the
aim of ensuring high quality of customer service for web hosting.
5

6. Use of Positive Language
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Word-of-mouth publicity is another benefit that comes along with satisfied
customers. When a customer is happy with a web host’s overall service and
especially with its customer care, then there is more likelihood of him referring his
web host to others who are looking for web hosting services. He will also give
positive reviews on online forums. This too helps the web host to gain more
customers through this word-of-mouth publicity and eventually increase its customer
base as well as revenue earned.

7. Exhibit Empathy
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The ability to grasp how the customer is feeling, always gives an added advantage
to the customer care agent in steering his interaction accordingly to ensure
maximum customer satisfaction. It is a skill that can be acquired as well as honed.
The will help the customer respond better if he feels he is being understood not
only verbally but also emotionally. The end-goal is to ensure customer satisfaction
and by interacting with the customer empathetically this can be achieved easily.

8. Active Listening
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Last but not the least, the skill of active listening cannot be overemphasized. It
requires the customer care agent to fully concentrate, understand, respond
accordingly and then remember what had been being said to summarize it in the
end to ensure that everyone is on the same page. It requires the customer service
expert to direct all his focus on what the speaker is trying to convey. Active listening
can improve the communication skills of anyone by leaps and bounds and this needs
to be put into practice when any customer care agent interacts with the clients of a
web hosting company to address their issues.

9. 9
1-800-123 -8156
Whoa! That’s a big number, aren’t
you proud?

10. Conclusion
Customer care is the direct link between customers with their company. Usually
customers contact customer care service when they are facing an issue and need
immediate expert help. The customer care agents of web hosting companies should be
prepared at all times to communicate effectively as well as have sound knowledge to
resolve any issue that they come across. Developing the necessary skills that have been
mentioned here will help any customer care agent to improve his customer care skills
and ensure the best customer care experience for the web host’s customers.

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