Getting to know your customers, especially the ones you talk with over the phone or in-person multiple times, gives customers all the family, feel-good vibes. Taking note of even small details builds rapport and trust over time.
● You just celebrated a birthday. Happy birthday! Did you do anything special?
● You had mentioned that your daughter was moving after graduation, how did that go?
How do you make your service feel like a warm welcome? Share with us at ann@wardcertified.com.
Don’t you wish you could snap your fingers and all would be right in the world - or at least with your customer? When a solution isn't immediate, it’s essential to commit to the customer that an answer is indeed coming and when to expect it.
Set a timeframe.
We should have a solution for you by the end of the week.
Promise to follow up.
I’ll contact you by the end of the day with an update.
Reinforce you care about how they’re feeling.
You’re in good hands. Enjoy your weekend, and I’ll be in touch first thing on Monday.
When someone drops what they’re doing and goes out of their way to help you, they become your hero. But when someone gives you the runaround, makes you wait longer than necessary, or has you jump through a bunch of hoops, you just end up feeling like a zero. The same is true for your customers.
The more you can minimize their wait time and effort, the better. A sense of urgency and results equals hero status.
We’ll get this fixed immediately.
Here’s what I already completed for you.
Review those complaints you get all the time, and think about how you can minimize the “lift a finger” factor for your customers.
Sympathizing with a customer is kind, but when it’s drawn out or allowing them to simmer, it only takes that much longer to help the customer through their issue. When you empathize, you can convey that you understand a customer's concern while taking active steps to resolve it. Try empathy instead, in three easy steps:
● Repeat what you’ve heard to clarify the main points of your customer’s inquiry.
● Express you understand the stress your customer is feeling.
● Commit to resolving the issue as soon as possible.
No need to re-hash when you can deliver re-sults.
Call after call, customer after customer. We get it. It all begins to feel the same. It might be hard to empathize or even crack a smile on a Friday afternoon, or when you’ve just got off the phone with an angry customer.
When it’s feeling monotonous, keep it upbeat and change your attitude with even the slightest shifts in your mindset. Turn the “Argh!“ moments into “Aha!“ ones.
Argh!: “Ugh, a call right at the end of the day?”
Aha!: “Better turn on that charm. The faster I can satisfy this customer, the quicker I'm outta’ here.”
Argh!: “Great, another angry customer calling about this software update.”
Aha!: “This sounds familiar, but that previous customer was happy when I walked them through an easy fix.”
Argh!: “Time to smile and fake it.”
Aha!: “Whenever I smile, I relax my shoulders and jaw, and I feel better too. Deep breath and let’s go!”
How do you flip the internal script in your head when things get tough at work?
In any customer situation - especially one where the customer is upset - it’s critical to stay positive. Sprinkle in some feel-good energy. When you show you understand, care, and are willing to take accountability, your customer can’t help but smile. Here are a few words and phrases that just beam positivity:
Great news! I’ve found the problem.
I can certainly look into that for you.
I completely understand why you’re concerned.
I will research this so we can find the solution as quickly as possible.
The way Chick-fil-A has “My pleasure,” what are some of your go-to words or phrases with customers?
You might be used to hearing the same complaints all the time. The type you can fix with your eyes closed. But your customer doesn’t know that, and it feels pretty unique and personal to them.
Empathize with them before jumping right into your blindfolded performance. Repeat the problem to show your customer you’re listening and care about their concern.
Ex: “You never received your package? I apologize for the inconvenience. I’m sending you a replacement that will be shipped overnight.”
Try placing a sticky note on your desk to remind yourself to start anew with every customer.
I’ve been training and coaching virtually every day for the past 20 years and I’ve cracked the code on how to engage customers, teams and coworkers through the screen. Would you like to know the secrets?
If you've got a presentation in your future - don't wait, email or call today.
Ward Certified Consulting, LLC