Customer Care: The 2 Secrets to a Successful Customer Contact
That's right just two!
If you only focus on these two things you will dramatically increase your success in creating a positive customer experience.
1. Make The Customer Happy By The End Of The Call
By the end of the interaction you must make the customer happy It sounds profoundly simple and should go without saying. So why is it that when a customer asks for, something particular or different or tailored just for them, alarms go off and the staff member turns on you. You have been identified as a difficult customer and that means you are the enemy.
I truly believe almost all people in service start every interaction wanting to make their customer happy it is a shame this is not maintained right through until the end. You can have all the positive thoughts and intentions prior to the interaction however if any way through the conversation you start to feel, 'Hey, I don't really like this person" or "How dare they ask for that!" or I am sure you can think of many other internal messages we give ourselves which stop us from following through from what we intended to do in the first place....Make the CUSTOMER HAPPY!
If the staff member is fully committed to achieving a successful customer contact then they must commit to make the customer happy no matter what happens. It is not a choice to make only the nice customers happy or to give up because they were upset even before they rang or I couldn't give them what they wanted so how was I supposed to make them happy.
If we accept any of these excuses then we will not achieve any success and all we will have is disappointed customers.
2. Provide A Solution For The Customer
You must solve the customers problem All customers contact us because they have a problem they want us to solve for them. Whether it be to physically provide them with a product to fix their problem or it could be to provide information that helps them solve their own problem or it is that we provide a service that satisfies a need they have.
For example, if I need a holiday then that is my problem and you can provide me service by booking me a holiday so my problem is solved.
Service is just solving problems for your customers.
So when a customer contacts us we need to find out what the problem is, the need, and then find a product or service that we can provide them to match this need and solve their problems. We must not end the conversation without being sure that we have identified what the problem was they needed solved and provided a solution or made a recommendation which solves the customers needs to the very best of the staff members and the companies capabilities.
I love to hear at the end of a call whent he staff member asks me if all my concerns have been resolved and to be offered if there was any further assistance. It gives the feeling that you have been provided a good service and to be offered even more assistance even gives the impression they want to do even more for you which is great.
A successful customer contact means having the customer so happy that they go a tell everyone about how good you are and they will recommend your service.
If you only focus on these two things you will dramatically increase your success in creating a positive customer experience.
1. Make The Customer Happy By The End Of The Call
By the end of the interaction you must make the customer happy It sounds profoundly simple and should go without saying. So why is it that when a customer asks for, something particular or different or tailored just for them, alarms go off and the staff member turns on you. You have been identified as a difficult customer and that means you are the enemy.
I truly believe almost all people in service start every interaction wanting to make their customer happy it is a shame this is not maintained right through until the end. You can have all the positive thoughts and intentions prior to the interaction however if any way through the conversation you start to feel, 'Hey, I don't really like this person" or "How dare they ask for that!" or I am sure you can think of many other internal messages we give ourselves which stop us from following through from what we intended to do in the first place....Make the CUSTOMER HAPPY!
If the staff member is fully committed to achieving a successful customer contact then they must commit to make the customer happy no matter what happens. It is not a choice to make only the nice customers happy or to give up because they were upset even before they rang or I couldn't give them what they wanted so how was I supposed to make them happy.
If we accept any of these excuses then we will not achieve any success and all we will have is disappointed customers.
2. Provide A Solution For The Customer
You must solve the customers problem All customers contact us because they have a problem they want us to solve for them. Whether it be to physically provide them with a product to fix their problem or it could be to provide information that helps them solve their own problem or it is that we provide a service that satisfies a need they have.
For example, if I need a holiday then that is my problem and you can provide me service by booking me a holiday so my problem is solved.
Service is just solving problems for your customers.
So when a customer contacts us we need to find out what the problem is, the need, and then find a product or service that we can provide them to match this need and solve their problems. We must not end the conversation without being sure that we have identified what the problem was they needed solved and provided a solution or made a recommendation which solves the customers needs to the very best of the staff members and the companies capabilities.
I love to hear at the end of a call whent he staff member asks me if all my concerns have been resolved and to be offered if there was any further assistance. It gives the feeling that you have been provided a good service and to be offered even more assistance even gives the impression they want to do even more for you which is great.
A successful customer contact means having the customer so happy that they go a tell everyone about how good you are and they will recommend your service.
