It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you will lose customers.
But the good news is, it is possible to turn things around. Transforming your customer service from mediocre to great won’t happen overnight. A serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization are necessary to achieve this.
- Empathy techniques
Last December, during the school break, my family and I visited Bali and checked into the Ritz-Carlton. I had brought along specialized eggs and milk for my son, who had food allergies. Unfortunately, upon arrival, I noticed that the eggs had broken and the milk had gone bad. Despite the Ritz-Carlton staff’s efforts to locate the items in their kitchen, they were unable to find them.
However, the executive chef at the resort went above and beyond to assist us. He recalled a store in town that stocked the products we needed, and he contacted his daughter to purchase them and deliver them to the hotel. We were thrilled by this exceptional service. It’s no surprise that so many of the Ritz-Carlton’s customers remain loyal to the resort after experiencing such remarkable hospitality. Needless to say, we wouldn’t even consider staying anywhere else after that.
This story showcases exceptional customer service that exceeds expectations. The service provided by the Ritz-Carlton team highlights how businesses can cultivate customer loyalty and satisfaction by prioritizing their customers’ needs and going the extra mile to meet them. It’s a powerful example of how outstanding customer service can create lasting impressions and keep customers coming back.
- Explanation techniques
I can still remember the bittersweet memories as I embarked on motherhood back in 2015. My son used to have sensitive skin besides food allergies. As a new parent, I found that buying skin care products for babies can sometimes be a nightmare. There are so many products out there in the market claiming to be the best for baby skin that you will have a hard time settling for one.
After days of searching for the right product online, I stumbled upon an online shop that offered exceptional customer service unlike any I had ever experienced before! The representative addressed all of my queries with a straightforward explanation structure, which was exactly what I needed.
She talked about the problem: “Your baby’s gentle skin may not be tolerant of some chemicals.” Then the solution: “Look for signs of allergies in your baby whenever you apply a new lotion or other baby product on him.” Then the benefit: “This way, your baby’s skin will stay soft, and you won’t have to worry about allergies.” Very simple, very powerful.
- Name memorization techniques
Do you ever feel annoyed when someone forgets your name? Despite our own tendency to forget names, we all appreciate when someone remembers us. Remembering someone’s name can help make a positive impression, but unfortunately, many of us struggle to recall the names of people we have met, even shortly after being introduced. Luckily, there are some techniques that can help.
Firstly, meet and repeat. Repeat the name of the person. Not only echoing after they mentioned it, but try to use it throughout the rest of your conversation. “So, Ain, did you see our tutorial section?”
This technique reminded me of Dr. Zainal. An owner of a clinic in my neighborhood who always addresses us by our names whenever we visit. His attention to detail and personalized approach makes us feel valued and taken care of. Consequently, despite having to endure long queues, we never sought medical attention elsewhere.
- The happy-to-see-you technique
Have you ever received a telemarketing call that made you feel as if you were speaking with a friend? This technique, as described in The Charisma Myth, is not centered around memorization, but rather focuses on using a person’s name to create a positive experience.
While most phone representatives are trained to answer calls with a warm and enthusiastic tone, author Olivia Fox Cabane suggests using a neutral tone initially, and then responding with warmth and enthusiasm once the person’s name is recognized. This approach can make the individual feel valued and appreciated.
- Listening technique
Careful listening is one of the fastest tools to make other people feel important. Some of the active listening techniques that are useful for customer service include body language. Your posture strongly influences your ability to listen — even when you’re not meeting face to face.
Secondly, closing your eyes while on the phone. This will increase your presence, and make it easier to focus solely on what’s being said.
Thirdly, say “Okay”, “Yes”, “I see”. These small inferences show the speaker that you are still with him, and it is especially important in a real-time conversation in which you don’t see each other.
In summary, taking care of customers is not only the right thing to do, but it’s also a smart business strategy. When customers feel valued and appreciated, they are more likely to continue doing business with a company, provide positive feedback and reviews, and recommend the business to their friends and family. That can lead to increased profits and success. Interested to know what else it takes for you to provide exceptional customer service experiences? Click on this link to find out more about creating a positive, hassle-free customer experience for everyone who deals with your company.
704 total views, 2 views today