BAD customer services is worse than NO service at all. I shouldn’t hang up the phone or leave a store with more anger and frustration than when I began. I know we’ve all had our experiences that were memorable – either because it was over-the-top fabulous or because it was pull-your-hair-out disgraceful!
I happen to be in the business of Client Relations and Customer Support; however I like to call it the business of people. My skills in customer support have translated nicely into my personal and professional relationships. Just following a few simple rules can make a customer tell his friends about the great service they received and invite more business.
I’ll be the first to admit that it’s not always EASY to put on a happy face and give outstanding support, but it is the most important part in sustaining a thriving business or relationship. So for those of you who currently hold customer support roles remember these basic rules. And for everyone else – you may not be on the front lines dealing with “customers or clients” but practice these simple rules and I promise you’ll see a positive difference in your professional and personal relationships.
1. Treat others like you wish to be treated. It’s the golden rule that applies in all situations. If you can’t personally relate to a person’s question or issue you need to stop and put yourself in their shoes. Ask yourself, if this was me how would I want someone to assist me and put me at ease. Even if you think their issue is minor, treat it as monumental and that person will never forgot how you cared for them.
2. Understand the issue before suggesting a solution. You can’t really help someone if you don’t truly understand their issue. None of us want our time to be wasted with a canned response or a ‘solution’ that is temporary just to get us off the phone or out of your hair. You’ll save everyone a lot of time and attitude by asking questions to figure out the best way to help. If you don’t immediately know the answer or how to help, take the time to do some research of your own. We are all more receptive to a person who can admit that they don’t know the answer but who assures us that they will find it. It’s a comforting feeling to know that the person with ‘the power to help you’ is on board to get you the results you are looking for.
3. It’s OK to vent. Inevitably you will encounter people who immediately approach you with a negative tone, attacking words, or placing blame. Whether it’s an email, a call, a voicemail or an in person encounter you must react internally before reacting outwardly. Human nature tells us to react to this type of behavior with defense techniques so we can protect ourselves. Customer Support is not the place to react emotionally. If you get an email that is rude or mean take a minute and vent your thoughts to yourself or even to a coworker who you trust. Once you’ve gotten all your immediate feelings out you will be able to reevaluate the situation with an empathetic eye. You can do the same thing with a phone call or an in person situation. Put the person on hold or if necessary excuse yourself for just a moment to calm down and remind yourself that this person is just upset –it’s nothing personal. Take a breath, maybe say a few ‘choice’ words in your head (or out loud if you are alone) and then smile-a-mile and return to the phone or the customer who is waiting. Just don’t take longer than a couple of seconds otherwise you will seem aloof and that will just make them more angry.
4. Smile. The previous tip brings me nicely into the smile factor. Even if a person can’t see your face they can hear that you’re smiling. Whether on the phone or in an email if you are smiling it will come through to the person you are assisting. Just like when you approach someone in a store or at a restaurant to ask them a question you can tell if they are going to be helpful based on their facial expression. If you are greeted with a straight face then you are going into the conversation with the notion that you may have to work harder to get the help you need. If you are greeted with a smile then you immediately feel like you are dealing with a friend or with someone who will try to understand where you are coming from.
5. Always offer more than is expected. Helping someone with a concern is standard and expected in the business of customer service and support. However, going above and beyond is how you’ll get loyal customers and raving fans. It is up to you to take a disgruntled customer and turn him into one of your biggest fans. It’s that moment when you have your biggest opportunity to impact him to be a real believer in what you and your company stands for. By not only resolving his concern in a timely manner but offering him even more for their inconvenience lets him know you are sincere about making the experience a positive and unforgettable one. If you can’t throw in any ‘extras’ for their experience you can still go over the top with your words and time. Be responsive and personal with your words so they know that you care about making them happy. Always ask if you can help with anything else or if you satisfied their needs. Go as far to give them your direct line or email address in case they have any other problems.
{ 4 comments… read them below or add one }
Great post Katie! I would have to agree bad service is worst than no service… Of course no service is bad service so you can get into a bit of a loop here… Smile…. Smile, smile, smile, can you tell what I liked most? You are right! People know when you are smiling on the phone, your tone changes and people pick it up. Smiling not only helps you but it puts the person you are talking to in a better mood as well. It’s a simple customer service tip makes a huge difference!
Dearest Katie,
Your five roles for customer service are fantastic, practical and really work.
As a little addition to them, the golden rule # 1 has been modified to Treat others like they wish to be treated, it means to understand others, their way of thinking, their likes and dislikes as well as their feelings and expected reactions in different situations.
This is based on the concepts of emotional intelligence.
People are very different, and the more we understand them, the more we can treat them and serve them in business in the best way that makes them happy.
I have found over the years that one of the best things you can do is not to be defensive, especially when your side is at fault. I listen to the question/complaint, try to show that I understand it by paraphrasing it back at the customer, and then coopt them into the solution phase by saying “lets see what WE can do to get this fixed.” Then fix it. Customers will often forget their anger while helping to fix the problem. In doing so you also manage to skip the entire blame game, which is good only for post mortems. Of course, post mortem means ‘after death’, which is way too late to fix a business relationship.
Hi – I like your post. I learned so many things in this article.
Customer Satisfaction is the ultimate aim to get the loyalty of the customer.
Thanks for the post!