Happy customers are the key to your business’s success. Depending on your business, the only time you may have a customer encounter is when something goes wrong. West Bend is proud to team up with award winning columnist and speaker, Laurie Guest. Laurie offers actionable tips that will improve your organizations customer service.
We all have them from time-to-time: angry customers. How we interact with them determines if we can reach a positive solution. Remember, angry customers aren’t trying to attack you personally; they’re fearful of something like a bill or an unpleasant situation. An angry customer will tell more people about a bad experience than they’ll tell about a good one. Laurie will share 12 steps that can help your business succeed when dealing with angry customers.
Do you thank your customers for their business? If so, are the words enough or should you go the extra mile? In many cases, words ARE enough. Laurie, however, likes to challenge business professionals to think outside the box and find ways to make “Thank You” more personable.
Depending on your business, the only interaction you may have with your customers is when they have a negative experience. This, however, could be your opportunity to make lemonade from those lemons. By mastering positive positioning, you’ll be able to set up your customer’s expectation of having a good experience from here on out. Communicating with positive words and delivering them with confidence can be a big relief for a customer who’s had a negative experience.
In the customer service industry, saying “sorry” is often overused. That’s because many people believe an apology equals good customer service. Laurie disagrees. Saying you’re sorry should only be used when it’s truly owed. It’s best to examine the situation to determine if an apology is even necessary. For instance, telling someone you’re sorry you missed their phone call doesn’t require an apology. Instead, use a positive phrase.
Providing great customer service is based on making a connection. If you walk into a store, medical office, or restaurant and someone says, “Hello,” and they keep going about their business, does that build a connection? Great customer service involves giving your undivided attention as soon as the customer walks in the door or calls you on the phone. Laurie’s Big-Seven of Service explains great ways to make a connection with your customers.
If you receive a call from a customer who needs to be transferred, do you know the best way to do this? Transferring customers plays a big part in customer experience, but people often make the mistake of cold transferring a call. A customer who must explain their situation with each transfer can get frustrated. Getting as much information as you can before you transfer creates a positive customer experience.