08/04/2017
It amazes me how many companies are just plain terrible at ACTUAL customer service! Wait... let me say that nicer... there are SO MANY opportunities for SO MANY businesses to get better at treating customers like they ACTUALLY matter! 😜
I came across a few really good points just now...
Hear: let the customer tell their entire story without interruption. Sometimes, we just want someone to listen.
Empathize: Convey that you deeply understand how the customer feels. Use phrases like “I’d be frustrated, too.”
Apologize: As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).
Resolve: Resolve the issue quickly, or make sure that your employees are empowered to do so. Don’t be afraid to ask the customer: “what can I do to make this right?”
Diagnose: Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again.
