Showing care, empathy and understanding goes a long way.
The best way to kill a good product is to couple it with bad customer service. You will keep using the product for the relationship it offers you. The idea isn’t to sell more products. Rather it is to build an asset of customers who trust you enough to buy again and again. Conditioned you bring in the desired value to the table.
This seems basic. But this is seldom followed. Whatever the queries might seem to you, don’t try to act smart. The reason a customer is taking time to call you is something worth noting. At first the customer might not be able to explain — and that is okay.
It is your duty to listen and find the underlying problem. Once you do that, you will be able to address it in a proper manner.
If you keep hiring people who can’t do a research and get back to customer then the customer might hop to the next business.
You might save some money in the short term by hiring cheap staff, not training them and giving them meagre salaries. But in the long term, it will cost your customers which might bring down your whole business.
When you are sad because of something, you feel good when someone shows empathy. And it goes a long way.
You can either be a plain, no emotion person to every customer or you can choose to listen, care and feel their pain. When you do the latter, you imprint a strong message in their mind and that brings them again. Also, they might refer you to 10’s of people. A good referral goes a long way better than spending money on ads to bring those 10 people otherwise.
You can take 10 days to solve a problem or revert back in 24 hours. Whatever the time frame you choose, always communicate it beforehand so the customers have a fair expectation.
The second is actually going and solving the issues within the time frame. Many companies simply replies back with some absurd requirements to buy in time. This is the cheapest thing you can do.
If you need time then communicate the same to customers and explain them the genuine reasons for delay.
If you have to go to the social media, every time there is a problem then the customer service is bad. If you feel like tweeting to CEO will help because all other people don’t seem to listen then it is a bad service.
Escalation should happen internally when you can’t solve a problem. Not from customer side because no one is listening to her.
What is your good/bad customer experience? Tell me in comments.