You Just Lost Another Customer Because You Are Yet to Learn This Customer Service Secret

Letting a customer go unsatisfied is the beginning of a crumbling business. From one dissatisfied customer, it becomes two; from two, it becomes four. This increase in loss becomes rapid and unnoticed because you need to pay attention to one customer to begin with.

Every customer that comes across your business should be held important and handed a VIP experience — emphasis on every, if you really want to build a solid, loyal customer base.

If the company’s customer service is excellent, 78% of consumers will do business with them again, even after a mistake. (Salesforce Research)

Scroll along, and let’s understand what it truly means to make a genuine connection to make your customers feel valued. This simple customer service secret will show you how to nurture genuine loyalty.

Customer Service Secret Steps That Will Make You Stand Out And Keep Your Customers Coming Back

1. Create a Friendly Atmosphere and Maintain Positivity

Everyone wants to feel welcome into any space, so that’s the first step in drawing anybody in. Begin with a warm smile as you acknowledge your customers, giving them your full attention, not while attending to other things. Make your customers feel like they are in the right place, and you are there to listen to them. Show respect regardless of the situation or the emotion the customer is expressing. Don’t make your customers feel like you are doing them a favor and they are lucky to have you; it should be the other way around.

2. Listen Actively and Respond Promptly

No matter how minor, every complaint or question should be taken seriously. Listen to understand the exact point your customer is trying to make; don’t make assumptions,. Rather ask to be sure you got their point correctly.

Then, follow up with a swift response that solves the problem and puts the customer at ease, especially when in a sensitive situation. If the situation can’t be handled swiftly, let them know how long their query will take to be solved.

Make sure to ask if they were satisfied with your response and if there is anything else you need to assist them with; this will ensure they leave with a great impression. 3 in 4 consumers say a bad interaction with a business can ruin their day (Zendesk).

3. Know Your Customers

Tailor each customer’s experience to their interest. Customers will feel more valued when you don’t forget their history with your business. Use their names, keep records of encounters with each customer, you can also reward loyal customers or even send them messages on their birthdays; this way they are valued. 6 in 10 customer service agents say a lack of consumer data often causes negative experiences (Zendesk).

4. Know Your Product

You can’t give what you don’t have. You need to deeply understand the products and services your business offers to meet any customer’s expectations. Having the same or less knowledge of your product than the customer could lead to a bad experience for a customer.

5. Predictive Assistance

Anticipate your customer’s needs and problems that could come with it, making sure to raise their awareness of it then give them more than enough information to tackle the problem independently if it arises. You can also introduce a product or service they may have interest in based on their personal records. This helps build trust between you and your customers.

6. Show Empathy

Understand the customer’s point of view and body language; don’t rush to conclusions or try to air your opinions by interrupting them. Don’t tell your customers they are wrong upfront; rather say, “I understand how frustrating this could be, and if you don’t mind, I can show you how to do it or get a new one for you.” Show genuine concern for their needs and validate their emotions.

7. Admit and Apologize to Faults

Admitting to a mistake is the first step to ease the tension. Express your regret, then take full responsibility and apologize sincerely. Don’t give cliche replies like “we are sorry for the inconvenience”; it only adds to their rage.

8. Consistency

You can know how frustrating it could be when your connection to the internet suddenly goes slow or how frustrating it is to have a hanging phone. So imagine you as a customer service personnel as a phone and your customer as the phone handler; frustrating a customer doesn’t leave a good impression. Keep your personal emotions aside, and always strive to keep your positivity on point. “Customers come first.”

Read: How to Boost Your Business Bottom Line

CONCLUSION

Being a customer service personnel could be very tiring, but always take a deep breath in between your services to keep yourself in check. You play an important role in building or breaking a business.

Remember, this is about exceeding the customer’s expectations, building a long-term relationship with your customers, and turning every interaction, regardless of the situation, into a memorable experience.