I don’t think I would be wrong by saying that we all want to get better at customer service. After all, we should all strive for the best customer satisfaction.
This quick read will get you closer to the customers’ mindset. It will help you understand their way of thinking, so you can better interact with them and improve your service.
Unless you have 100% customer satisfaction, you must improve.
Customer service team is often the face of your company. Their skills, personality and the quality of service they provide, define experiences that customers get.
Your product, company’s vision and talented employees – all these are components of success. But customers are most likely to remember the direct interaction they have with your company.
That’s why it’s so important to constantly improve in this field. Most people won’t see that some features are not as great as they could be, but they will note and remember the way you interact with them. If it’s extraordinary (extra good or extra bad) they will also tell others about it.
Customers don’t expect you to be perfect. They expect you to fix things when they go wrong
When things go wrong, customers become impatient and lose their temper. They get angry and blame you. Suddenly you’re facing the firing line. Just because things are not as customers thought they would be, they unload their frustrations onto you.
But they are also human and they are aware that not everything can go smoothly. When things go not as planned, all that customers want from you is to fix things, or at least try fixing them! They need to see you trying, then they know you care. And that’s what it’s all about.
Nobody’s perfect and acknowledging a mistake is the first step to move on. So once you explain to customers that they can’t always get what they want, move on and try to satisfy them with the other solution. Even if it won’t work for them, they’ll appreciate your effort eventually.
Your customers don’t care how much you know until they know how much you care
You won’t solve any problem without the deep knowledge of the subject. That’s why in support, the ability to listen is so essential.
When you listen, you can learn more about customers’ problems and their pain points that need to be solved. Also, when you take the time to listen, care, and empathize with the customer, that is when you win their heart and trust.
How you think about your customers influences how you respond to them
Recall from your memory the conversations with people you like and with people you’re not the biggest fan of. Your responses on the same questions are a little different, right? That’s because you have a different attitude to those two types of people.
It’s the same in customer support. If customers irritate you, you will talk with them like with the people you don’t like. A motivated and fulfilled employee treats customers so well, they want to come back.
If you have a negative attitude towards customers, maybe it’s time to think about switching to another business. After all, would you like to be served by the person who dislikes you?
Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.
If you have great and seamless customer service, people naturally assume you have good products. With bad customer service they assume your products don’t work really well. That’s one of many reasons why customer service is so important. Customers evaluate your company based on that.
Everyone from the company who speaks to a customer needs to do their best to help customers. There’s no such thing as more important customer or case. Everyone deserves the same, great service.
And each time you deliver it, you increase the chances of customers coming back.
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