Customer support is
considered as one of the main data channels for customer satisfaction and a way
to increase customer retention. In more and more companies, especially within the
technology field, the responsibility for customer support is placed within the
customer service team to ensure maximum customer satisfaction among their
clients.
Customer support is more of
an art than a science. Achieving the right state of mind should be your major
priority to a great customer experience. One needs to be passionate about it
rather than just doing it because yeah you need to manage a service. Every interaction
with a customer is a unique opportunity to create a great experience working
with you.
Once a customer likes a service and is satisfied, you can be sure he will keep coming back.However, if the service is
poor, the customers is less likely to work with you again. Analysis have shown
that, you need to actually delight customers and not to satisfy them (Gregg A
Hawrylko, PMP).
Making Customers Feel
Important
Another thing with dealing
with customers is that you need to make every customer feel important. Why is
this so appealing? You know everyone loves VIP treatment, no one likes to wait
in line. Customers derive satisfaction from operating outside established
processes; if you do all these for all customers in one way or the other, you
make them feel important.
How To Make Customers Feel
Important
A few ways you can make
customers feel important in order to make them continually use your service
1.
Recall a good customer service experience
Treating customers with
respect, personalized attention, greeting them with enthusiasm and going beyond
to resolve any problems and issues can keep customers coming back.
Customers will always recall a good customer experience, because your service delivery was spot on. Also
because it erases some kind of perception in their minds and this leaves a long
lasting impression. Happy customers help spread positive word-of-mouth to
family and friends.( Nicole Long: http://smallbusiness.chron.com)
2.
Use their names and find ways to compliment them, but be sincere -
customers know.
In mastering the art of
customer support, you will need to always make your customers feel like there
is none other. It is also important that you save numbers of your customers.
This helps you address them by their names the next time you have an
interaction with them. Once you mention a customer by name, he begins to feel
important and in place. He is then able to see you like a friend and tell you
specifically what his issues are without doubt. This is good
3.
Your words, non-verbals and actions must all match and show that
you care!
This needs to come in when
you can tell by the voice of a customer that he is frustrated, disturbed or
very worried. For Support services where you physically meet customers on a
daily basis, your non verbal actions really matter to the customer. That tells
him whether you are empathizing with him. Your tone of voice for customers you
do not come into contact with, also helps. For instance, “..I am very sorry
about that, but not to worry i am here because of you. As soon as i am done
assisting you with this, you will be fine.”
4.
Think of ways to generate good feelings about working with you -
bring passion to your job.
Like i
mentioned initially, it is important that you are passionate about dealing with
customers. Being passionate about this also means that there are times that you
may need to spend extra hours just for the customer to be sure that he is
satisfied with the service and will come back again.
If you handle
customer's in your field of work, do not hesitate to share your experiences
with me in the comments below on how you made/make customers feel important.
Yours Truly,
Ese😘
