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No matter how well you deliver amazing customer service, you are bound to engage with someone who is irate about goods and/or services sold to them. We’re all far from perfect and sometimes don’t get things right but the power of language is everything when attempting to quell an uproarious customer situation.
Here are a few ideas to maneuver through the anger in order to keep the client (if you deem the relationship worthy of salvation).
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Being ignored is a major annoyance that customers find exasperating — whether online, on the phone, in person—it is a sure way to push them “over the edge” and to lodge a full blown complaint.
Offering great customer service for some organizations is considered an inconvenient necessity and as such, they tend not to provide suitable ongoing training for management and staff.
Think of it this way, customers are people. When they are made to feel invisible, disrespected or insignificant, they feel angry and satisfaction nosedives — that’s when the problems begin.
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Now more than ever, consumers are shopping digitally using various channels to buy everything from groceries to movie theatre tickets. This trend has been accelerating since 2012 and continues to gain momentum while simultaneously creating a conundrum for some organizations on how to provide a human touch in customer care on the internet highway.
People are passionate about where they shop—online and brick and mortar; live chat is quickly becoming the main source for providing customer service and those who are not on point are likely to experience customer attrition.
It’s rarely a perfect science, but finding the right balance of giving a personal touch online and being too desperate for sales is more critical now than ever. Here are a few ways to offer amazing customer experiences to online consumers:
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If you are experiencing customer attrition, take a look at how you treat your employees.
The key to making employees feel appreciated starts at the top. Executive management must be accessible and show that they genuinely care about their employees – treating them the same as the company’s most valued customers. Tapping into the employee’s creativity and allowing them to express it freely –and respectfully– is a step in a positive direction.
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For far too long, a lot of people have touted the notion that providing excellent customer service is easy and commonsensical. It’s no big deal and simple to do.
When played by professionals, a game of darts looks effortless, solid and relaxed. To the untrained eye, seemingly, all one has to do is throw a dart at a target, hit the board and if you’re lucky, the dart will land in the bullseye (but no big deal if you miss, you just earn fewer points). Seasoned dart players will tell anyone that darts is a game of skill that requires constant practice; it is considered a game of marksmanship.
No. Providing outstanding customer service is not easy. Just like with the game of darts, customer care requires having a basic grip on knowing your customers’ wants and needs, maintaining a sturdy stance on customer philosophy (not policy) and having an inimitable technique to win the game of customer satisfaction.
