You can provide the information customers need and have a great reputation for service and quality, but how a customer feels about the conduct or attitude of the person they deal with when they need service is what they remember and repeat to others.
Studies show 1 person will tell 11 people about rude behavior and that 11 will tell 55, so 67 people hear about the behavior. If that happened 25 times in 5 years, that’s 1,675 people; that’s a small town that doesn’t like you.
Here are some great ways to improve how a customer feels about their experience with a customer service representative:
- People are much more likely to agree with those who agree with them first! Customers want you to agree with them. The person asking questions is in control of the conversation. Get them talking about the issues, you can let them know you agree and have a recommendation
- Leaders set the tone for customer service. If you have employees, they need to see you doing the things for customers that you are asking them to do. Leadership by example: You set the culture for your organization.
- Great customer service reps don’t hold their customers too accountable. A customer may be 100% at fault and now need you to help them out of their problem. You have to make a decision to be responsible and accountable as much as you can be. You keep customers by being accountable. The number one complaint customers have is that the service providers hold them accountable for their problem and they feel like they are paying for it never to be their fault.
I ran across a great example on the “Love Them Up and Keep Them Forever” blog
What I saw was a customer service person who felt that he was being blamed for the situation and didn’t have the skills to manage his emotions. He didn’t “get” that when a customer is upset, it’s never personal. It’s always about the customer’s relationship with the company, not with you as an individual. As a representative of the print shop, we all would have been much better off had he simply calmed me down with a quick “I’m sorry, ma’am, I’m working on this as quickly as I can. Do you need me to hold on to the order for you and you can come back later tonight?”
Check our programs and articles for more information