When was the last time a company exceeded your expectations? Or rebounded well from a mistake? How did that affect your image of them as a service provider? I’m sure we can all drum up a horror story or two from personal experience. That’s easy, but when was the last time you shared a story about a company who served you well? Studies show that consumers are more likely to share a bad experience than a good experience. Continue reading for a few simple ways to improve your client’s service experience.
We are all human and make mistakes. When an issue occurs, it is important to listen to the customer without interrupting. Let them have the opportunity to talk, vent, and sometimes yell if needed, but do not deprive them of this. Note, this should not present itself as an opportunity for a client to act in an unprofessional manner, but at times, clients may need to just talk through an issue and have someone listen. Not every problem has a solution or the ability to be fixed, but listening to a client’s concerns and looking for ways to improve the situation moving forward may be all they need.
I cannot stress how important it is to understand where the client is coming from and empathize with them. Nine times out of ten when a client yells about a problem, they are not necessarily yelling at you. Consider that they may have a hard time explaining the situation or expressing the emotions caused from the issue. As a service representative, try to understand where they’re coming from. Actively listen to the client to find ways to fix the situation and avoid similar issues from occurring in the future. Make sure to understand exactly what they are saying to fully comprehend what they need and how to resolve it.
This is probably one of the most important aspects as a customer, but also as a service representative. When a client calls in with an issue and it can’t be resolved immediately, then follow through is a must. Even when something is a quick fix and resolved shortly after, follow through is still important. This not only shows that you care about the client and their needs, but also that you want to make a better situation for them going forward.
From a client standpoint, they have been let down. The service representative will need to regain their trust and do what they can to make the customer happy (ideally turn them into a promoting customer, but we’ll talk about going above and beyond another time). Therefore, follow through is always necessary, even if it’s just a call to keep the client in the loop or a simple update. Our CEO, Geoffrey Duke always tells us to “make a habit of picking up the phone” a simple conversation may clear up what ten back-and-forth emails could never do.
At MPAY, we strive to help our clients get the most out of their workday. Talk with a member of the MPAY Network to see what our service providers can do for you. Or subscribe to our blog (by submitting your email address above and selecting email frequency) to stay up to date with techniques on how to improve your customer service.
Photo Credit: adrian8_8