![]() ![]() ![]() Sometimes, they become irate when they find out that a store doesn’t have what they needed. Think about when a customer is looking for an out-of-stock item. If you’re levelheaded and serious, they will calm down as well. Even if you’re delivering bad news, there is a way to sugar coat it for consumers. Related: Why Your Customers Aren’t Giving You Referrals 3. So, make it a point to remember and address your customers by their name. No one wants to hear “Sir” or “Ma’am” (or worse yet, “Madam”).īeing professional and being friendly are not mutually exclusive. This seems pretty obvious, but it still doesn’t happen as often as it should. Related: How to Write 10x Better Customer Service Emails (+Templates) The RIGHT way: Remember your customer’s name Worse yet, you’re telling them they might have to wait two days. In the bad example, you’re not allowing the customer any control over when or how they receive an update. This personal touch allows the customer some control over when you intrude on their day. In the good example, you’re inviting the customer to either suggest a different time or opt for an email. You’ll receive an email update in 1-2 business days.” BAD: “I’ll have this issue fixed soon.I can give you a call around noon tomorrow with an update. GOOD: “I’ll have this issue fixed for you soon.Keep that in mind, especially when you’re initiating contact with unhappy customers. Your customer has a busy life, just like you do. The WRONG way: Not valuing your customer’s time Your regulars will appreciate this personalization and will likely rave about your company. To show that you’re listening, mention something they said earlier. When you talk to a customer, remember their name and use it throughout the conversation. In fact, it’s one of our top five tips in our recent video about improving customer service: “The golden rule for every business - put yourself in your customer’s place!” ~ Orison Swett Marden, Founder, Success MagazineĪ personal touch is the best way to let your prospects know that they are a priority. Besides, getting defensive isn’t the most productive use of your time here.īut, our top 30 tips won’t be useful unless you hire the right kind of people for your Customer Support team. ![]() The RIGHT way: You don’t argue/compete, you smile and help insteadįocus on understanding the customer’s problem and creating a positive interaction. They aren’t attacking you they’re in response to a situation. Unhappy customers may make abrasive remarks. The customer sees you as an extension of your company. Agents go above and beyond to offer personalized customer service.Reps are transparent and offer genuine steps to resolve the issue vs. ![]()
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