Any organization or business, which delivers a product or service and have a decent amount of customers, will always have at least one unhappy customer.
The truth is, unhappy customers are everywhere, there is no way to escape from them, and even huge companies such as Samsung or Apple have them. What makes the difference is the quality of customer service support, and what strategies this team uses to keep a low percentage of unsatisfied customers.
The truth is, unhappy customers are everywhere, there is no way to escape from them, and even huge companies such as Samsung or Apple have them. What makes the difference is the quality of customer service support, and what strategies this team uses to keep a low percentage of unsatisfied customers.
On the recent world, we are surrounded by so many products and services; we can be using several products and services simultaneously at this exact moment, some of them work well, others not that well.
Even when companies provide customer service support, we are satisfied with some products or services and unsatisfied with others. Based on this argument I tried to gather the main reasons, and what are the key ingredients for a sucessful customer service which, not necessarily would have zero unhappy customers, but they manage to keep them under a low percentage over time.
Good communication skills
It is one of the most important skills. To deal with a customer, you have to make sure all the messages you deliver to them are clear as water. Any form of miscommunication can lead to a misunderstanding of what the product can do, cannot do, or what the service includes, and what is free of charge or what is not. Clarify all these details with your customer, but don’t make it too long, try to go direct to the point always and avoid losing time to the customer with so many words.
Don’t try to win an argument
If a customer is communicating with you regarding some problem, even if you know it is not right, don’t contradict the customer directly only to win the argument.
By talking to your customer on a related matter on the problem, find a way to let them agree with you on several other arguments (like when negotiating) before entering to the problem topic.
Ask to the customers
Thinking that because you only receive a few complaints per month you are fine is wrong, and it does not mean that you have few unhappy customers. It is important to periodically ask to all customers if everything is alright with the product or service you provided them, if they need any help or assistance regarding on a specific matter.
Some customers complain on that their product or service is not working properly, and they do not want to lose time finding a way to get through customer service. You have to be realistic, reach out all those unsatisfied people with your product and help them out. At the end, they are the ones which will recommend your product or service to others.
Don’t rush to solve the problem
When there is a problem with a customer, don’t rush to solve it fast. Patience is a key factor for a successful customer service team. Let the customer express their problem clearly, ask questions to them regarding the product to know more about their opinion, then find out how to get to the solution of their complaints progressively.
Many people complain that customer services of some companies want to rush everything, they leave the impression that they want to deal with their problems and move on to another customer as fast as possible. Rethink of this, speed is not important on customer service support, but quality is.
Constant improving
Many companies think since their level of unsatisfied clients is low, then their customer service support is good enough. The key to have a successful customer service is to be constantly improving. Make surveys from time to time, or ask customers periodically, how they would rate their service and what would they think it needs to improve. Having a feedback from them is important to maintain a good service over time.
Recommended books:
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
What do you think is essential in a customer service support? Please share your comments.
Even when companies provide customer service support, we are satisfied with some products or services and unsatisfied with others. Based on this argument I tried to gather the main reasons, and what are the key ingredients for a sucessful customer service which, not necessarily would have zero unhappy customers, but they manage to keep them under a low percentage over time.
Good communication skills
It is one of the most important skills. To deal with a customer, you have to make sure all the messages you deliver to them are clear as water. Any form of miscommunication can lead to a misunderstanding of what the product can do, cannot do, or what the service includes, and what is free of charge or what is not. Clarify all these details with your customer, but don’t make it too long, try to go direct to the point always and avoid losing time to the customer with so many words.
Don’t try to win an argument
If a customer is communicating with you regarding some problem, even if you know it is not right, don’t contradict the customer directly only to win the argument.
By talking to your customer on a related matter on the problem, find a way to let them agree with you on several other arguments (like when negotiating) before entering to the problem topic.
Ask to the customers
Thinking that because you only receive a few complaints per month you are fine is wrong, and it does not mean that you have few unhappy customers. It is important to periodically ask to all customers if everything is alright with the product or service you provided them, if they need any help or assistance regarding on a specific matter.
Some customers complain on that their product or service is not working properly, and they do not want to lose time finding a way to get through customer service. You have to be realistic, reach out all those unsatisfied people with your product and help them out. At the end, they are the ones which will recommend your product or service to others.
Don’t rush to solve the problem
When there is a problem with a customer, don’t rush to solve it fast. Patience is a key factor for a successful customer service team. Let the customer express their problem clearly, ask questions to them regarding the product to know more about their opinion, then find out how to get to the solution of their complaints progressively.
Many people complain that customer services of some companies want to rush everything, they leave the impression that they want to deal with their problems and move on to another customer as fast as possible. Rethink of this, speed is not important on customer service support, but quality is.
Constant improving
Many companies think since their level of unsatisfied clients is low, then their customer service support is good enough. The key to have a successful customer service is to be constantly improving. Make surveys from time to time, or ask customers periodically, how they would rate their service and what would they think it needs to improve. Having a feedback from them is important to maintain a good service over time.
Recommended books:
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
What do you think is essential in a customer service support? Please share your comments.