Customer Support Secrets - Value Complaints

In my first post on Secret to great customer support, I mentioned that every interaction with a customer is an opportunity to create a great experience working with you. If customers receive positive customer experience, they will intend share with family and friends which will, in turn, lead to more people using your service.

If they are not happy with the service, they will complain. In as much as you enjoy their praises while they enjoy the experience, you will also need to take them serious when they complain. As a matter of fact, very few customers really take the time to complain directly to you. There may be a number of them facing the same issue who will not see a need to complain, hence you have to value those who reach out to complain to you.

In the last few years handling customers, I have come to realise that customers whose complaints are handled quickly become very loyal, trust your service and further become advocates of your brand.

When customers complain, take the time to understand what their problem is regardless of the field you serve in.

Apologise and acknowledge their complaints. For some very unhappy customers, it's advisable to compensate them. If you run an eatery, for instance, you can deliver their next lunch for free, give a freebie if you run a business. There is always something for everyone. I bet the troskis should also give us free rides often. Or what do you think? Lol

Now you will need to find a solution to the complaint, a lasting one or a temporary one. Whichever one it is, as soon as you find a solution as a team, you will need to follow up with the customer(s) who were involved. Find out if they are satisfied with the solution.

Personally, I value customer complaints because it gives us the opportunity to improve!

Why not share with me about how you treat customer complaints. I will love to read from you.

Yours Truly,

Ese

Customer Support Associate,

DreamOval Limited

Happy 7th Anniversary

It is very important that as individuals we celebrate milestones especially concerning our personal development, goals,achievement, etc. no one can do that better for us than ourselves.

This month of March, I celebrate 7 years of blogging! 🎉

I thank God for your life Kodwo Jonas Anson Boateng for believing in me. I look back to my first blog post and I stand amazed. To all my friends and loved one who keep encouraging me. I love you loads! 😘😘

I look forward to many more years of sharing my thoughts, Sharing secrets on Customer support and more random writings.

#HappyBirthdayLydiaEsenamsBlog

Yours Truly,

Ese

Customer Support Secrets - Pamper The Customer

To what extent have you gone just to put a smile on the face of a customer?

Well for me, I use love words; Beautiful, Delightful, Pleasure, Magnificent, Awesome.. (just to mention a few) These love words lift moods,  make people smile, and deliver a small dose of happiness.

Did you know that the Customer is the reason why the company exists? Do not take him or her for granted. Be willing to bend some few rules if the need be.

I do not have the opportunity to see my customers face-to-face so i always need to pay attention to their tone of voice and make sure i keep a smile in my voice. Some may not be having a good day, trust me, you can tell. In that case you need to be the one to brighten up his day. It doesn't take much.

Personally, once a while i would love to take a customer out for lunch. :-)

I will love to read from you about how you put a smile on the faces of your customers.

Yours Truly,

Ese😘

Customer Support Associate,

DreamOval Limited

Customer Support Secret - Following Up

Last week we discussed how to make customers win when things go wrong and going out of your way to make customers feel comfortable.

This week, we will look at another aspect of when things go wrong - Following up! Following up is an ideal way to demonstrate the organised and high-quality way you should work with a customer after an engagement, Sure, when things go wrong, deal with customers immediately and let them know what you have done. As a way of following up with dealing with issues, let the customer know how far you are with his complaint. He appreciates that because he gets to realise that you have not gone dead on his issue. How do you follow up with customers? I did love to read from you!

Yours Truly,

Ese😘

Customer Support Associate,

DreamOval Limited

Customer Support Secrets - When Things Go Wrong

When things go wrong, learn how to apologize - It’s okay, It’s easy and customers

appreciate it (It’s not what you say, it’s how you say it). The customer may not always be

right, but the customer must always win. ( i

know a lot will disagree with me on this one, but feel free and lets discuss) Even if a

customer is having a bad day, go out of your way to make them feel comfortable. It creates

an appealing customer experience!

Yours Truly,

Ese

Customer Support Associate,

DreamOval Limited