Have you ever felt like your customers don’t get you? They just don’t understand the service you’re providing? They keep calling in upset or frustrated? Your customer loyalty is non existent? You get BBB complaints every other day, chargebacks on the off days, and your Google SERP is loaded with bad reviews?
Don’t worry! That doesn’t necessarily mean that you and your Customer Service reps suck….
…maybe it does.
But still, never fear! You can fix that! My “easy” 2 step process will get you, your customer service reps, and your company back on it’s feet:
Every Customer Care or Customer Service Team needs the right attitude & strategy to improve client perception. If you’re in the situation above, you’re either lacking one or all of these. Also, if you’re going to try to fix your public opinion, you may want to review some do’s and don’ts of responding in public forums. But before you do that, let’s take care of the underlying problems:
I’m going to avoid the whole Service with a Smile discussion because it has become so cliche. In fact, most of your reps probably won’t believe it anyway. So instead, lets discuss what that really means.
First and foremost, it means that when your talking with someone using only vocal ques (no body language/facial expression) the inflection used and the words selected are the only way to convey emotion. This emotion can be positive or negative (Despite popular belief, there is no neutral ground here. You’re either moving one way or the other) Many of my reps have claimed to be able to display the positive emotion even though they don’t have a smile. Though some people feel that they can act enough to win an academy award, it’s much easier to just be happy to begin with.
So how do we get them to be happy? Well, some have tried throwing money at them (raises/bonuses), others have put incentives or perks in place (parties, free lunch), but I think Tony Hsieh has has really hit the nail on the head by attacking the root issue. Tony is the CEO of Zappos which, in my opinion, has one of the best customer experiences in the world. If you take a chance to tour his company, you’ll notice that everyone there truly loves to work there, truly cares for each other, and truly cares about their customers. They simply foster a culture of Happiness.
If you’re able to foster this type of culture, the rest will come easy. If you’re not there yet, figure this out before you move on! Here are some places for you to start: Happier by Tal Ben-Shahar, Delivering Happiness by Tony Hsieh, & How to Win Friends and Influence People by Dale Carnegie
Alright. Now that everyone is happy, lets discuss some strategy. How are we going to approach our angry customers? Here’s a list of how to get things done.
With the right attitude and the right strategy, you now have the right base to start an excellent customer service experience.