Hey you all in the business of PEOPLE: I know that Successful businesses KNOW that shoppers/customers aren’t chasing immediate resolution.
BUT- They love it when:
+You/Agent is kind & empathetic (key word)
+Agents are transparent & offer genuine steps to resolve the issue vs. actual resolution time (be real)
+Agents go above & beyond to offer personalized customer service (xtra mile)
The WRONG way:
Taking things personally- DONT !
The customer sees you as an extension of your company. Unhappy customers may make abrasive remarks.
They aren’t attacking you; they’re in response to a situation.
The RIGHT way:
You don’t argue/compete, you smile & help instead
FOCUS on understanding the customer’s problem & creating a positive interaction. PERIOD!! Besides, getting defensive isn’t the most productive use of your time here!!
At the end of the day, our clients are the key component to our business model and we need treat them like gold.
Take this tip to enhance your encounters to elevate service to elevate sales.