Thank you guys for all the feedback in the last few weeks. I appreciate every single one of them.
Imagine going to a grocery shop on 2 occasions to get a tin of milk, only to be told that they have run out of stock. the third time you make up your mind to go to the same shop I am very sure you will be contemplating about whether to go or not. Well, that is it also with rendering service for your customers. If they are not getting what they want, at some point, they will leave and might not come back.
That is why it is very important to learn the skill of turning a 'No' into 'Yes'
Avoid saying 'it cannot be done' or 'We do not have it'; rather be positive about being able to make the request come true. Figure out how afterwards. Make the request a top priority and handle it quickly. If you can't make it happen, get someone who can. You will need to find creative ways to help your customers. For instance, an extra time over the phone to understand the request.
In the case of the grocery shop, the owner could say "We are currently out of stock but we will restock in 3 days and we will give you a call" that sounds better isn't it?
As a customer support person or customer service personnel, you have to be willing to go the 'extra mile' to satisfy the customer. Don't forget that the ultimate goal remains total customer satisfaction, great experience and quality service.
This will be much easier for you because you trust you are in charge. Always ask if there is anything you can do for the customer, remember it's the little things that count! Going out of your way to accommodate a customer's need makes them feel important and respected. Whenever possible, try to give your customer even more than they asked for. If you run an eatery and you do not seem to have what the customer needs, you can suggest the other menus, you can ask in a way that can make them change their mind to get what you suggested and they will try it out. Why do I always use the food bit? lol. So you see, by delivering the smallest amount above their expectations, you can make them feel like they are your most valued customer. It is all in the delivery :-)
As a matter of fact, I picked up my human interaction abilities from my mum. Growing up, I learnt a lot from her especially with how she related to her customers. I didn't understand it until I grew up to really understand her. I thought she was doing so much but she was so passionate about what she was doing and she has been doing it all her life. If they didn't get something they wanted, there was always something she will recommend just so the customer doesn't go away.
If she didn't have something the customer wanted, she will take their contact and promise them she will get them in due time. As soon as the products arrive, she will call all those who left their contacts. Some will actually come to pick up the products and make payment others will pick them on credit. At the end of the day, she tries to make everyone happy.
This week try as much as you can to turn a 'No' into a 'Yes' be positive and continue to win the heart of your customer be willing to go the extra mile and give them more than what they asked for.
Keep being AWESOME!
Your Truly,
Ese
Customer Support Associate,
DreamOval Limited
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