What makes me feel satisfied as a Customer?
We need to focus on a few Key points that I experienced recently. Bottom-Box surveys are always going to happen, but there is a way for us to make sure we don’t end up with a bad score by just taking a few extra steps. The steps are what made me as a customer change my experience from bad to excellent.
For Example. Here are a few questions to ask yourself.
- Would I have sent bad feedback if I felt like I was being heard?
- Even if I didn’t get the results I was looking for, what if I felt like the individual understood my situation?
- What if they tried to be personal in dealing with me?
- What if I was told info that was incorrect, and the person took responsibility?
- What if I was made to feel important?
- What if the representative not giving up and trying to answer my questions?
- What if they didn’t talk down to me as a person?
- What if the representative told me things I wanted to hear, and didn’t promise over delivery?
Below are a few steps that can be taken to overcome a bad survey score no matter how hard or difficult the situation may be.
Communicate and listen:
Communication is the most important element of any successful customer service experience. Make sure you communicate any important or relevant information to your customer so that they have all the details at hand to make informed decisions when it comes to your service. And as important as it is know exactly what to tell the customer, it’s just as important to stop and listen. Understanding the customer’s needs and complaints is the first step to making sure that you can address them.
Anticipate what the customer needs or wants:
Sometimes listening isn’t enough. Knowing what your customer wants before they themselves know it can lead to an excellent reputation as an attentive and personable brand. This comes down to truly understanding your customer and what they’re all about.
Make it personal:
Make them feel like they’re talking to a person, not a company. Adding a bit of a personal touch to the conversation will instantly put the customer at ease. VIP treatment for every single customer will distinguish your brand from any other brand. Countless customer service hotlines use a script when addressing a problem, and while it’s acceptable, and in most cases necessary to do so, don’t make it sound like your following a script. No one wants to talk to a robotic customer service representative who sounds like they’re reading off a page, rather than speaking to a human being.
Know when to admit you made a mistake:
If you or someone else did something wrong, a sincere apology can often go a long way. This is the first step to making up for it. I’m sorry can make all the difference.
The customer is always right:
The cliché, "The customer is always right" is a cliché for a reason. Even if the customer isn’t right, making them feel like they are is an essential part of Customer Service 101.
If there’s a problem, fix it:
I don’t know should not be in your vocabulary. Chances are at one point or another, a customer will ask you a question you don’t know the answer to. Instead of saying, I don’t know, offer an alternative. Think of another way you can address their problem. If there’s an issue that needs solving, do all that you can to get it solved as quickly as possible, but be honest about how long it will take to resolve the issue.
Under promise, Over deliver:
Never tell the customer you’re going to do something unless you’re absolutely sure that you’re going to be able to fulfil the request. It’s better to exceed their expectations than to leave them feeling disappointed and dissatisfied with the service, because they’ll probably end up going elsewhere.
Don’t talk down to your customer:
Customers don’t want to feel like you’re talking to them as though they’re children. Even if your customer doesn’t necessarily understand the intricate details of how your business works – make them feel like they do.
Use words your customer wants to hear:
Always think positive. Use words like Yes and Of course and Straight away. Positive words with a sense of immediacy will go a long way to make the customer feel like their every need is being attended to. Certain words are thought to have a positive effect on a person’s mood, and can often make them feel more upbeat. There’s no denying the power of choosing the right words when it comes to customer service.
It is often more important to recognize these steps than how you execute specific process skills. If these steps are followed the rest should come naturally in your communication.