By Lara Jadayel
When was the last time you said, “Ah, I’m never coming back to this store because their customer service is just so great!” Probably never (unless you just don’t like good things happening to you). We know that bad customer service makes customers prone to leaving you for your competitors, and in many instances, motivated to drag your reputation through the mud. We also know that good customer service promotes authentic retention of customers and the posting of positive reviews. However, great customer service offers your customers solutions that meet their needs, creates a memorable interaction, alleviates inconvenience-fueled reactions, and makes coming back a knee jerk reaction (which is needed in a market saturated with plenty of capable competitors).
Regardless of where you work, things can always go wrong: Overbooking appointments, rescheduling a session last minute due to system degradation, selling a ‘last piece’ reserved item to the wrong person, and running out of plant-based milk are all likely occurrences. And although you can remedy these inconveniences with on-the-spot solutions, wanting them to come back in the future (without having them to rethink) might become tricky. This is why infusing great customer service in the early stages of customer interaction is vital. The earlier this is adapted and exercised, the higher the chances of long run customer retention!
These 5 simple tips are easy to apply because they require zero training! They will help transform your customer service, and help in bringing your customers back (despite the saturated market
always threatening to take your customers in). These tips will also assist in creating customer loyalty, not because they are strategic in nature, but because they infuse elements of desired human interaction:
Make them laugh
Use humor to build rapport. I don’t think that mere transactional conversations (lacking in spirit) are fun to have all the time. We all work long hours and have a ton of work and home responsibilities to attend to; so, I’m sure that we don’t want to be having serious conversations all the time. If executed correctly, the right kind of humor will ease your customers’ anxieties, make them temporarily happier, and get them in a positive mindspace (which of course, makes the interaction less stressful for both parties). Thus, using humor makes it harder for inconveniences to alter the overall satisfaction a customer feels interacting with you, or your company as a whole. However, it is important to note that the right humor does not offend, ridicule, or make someone feel attacked. The right humor can use exaggeration of events or general statements that both parties can relate to.
Compliment them
Saying something nice about your customer, to your customer, goes a long way. It could be a compliment about something they’ve said, something they stand for, a nice watch they have on, or even the way they carry themselves around. It will make your customer feel good as it shows them that though this is a give and take interaction, you took the time to notice something about them and had the confidence to say it! It also shows that you do not just see them as a number on a ticket, which is a feeling that fuels anger during inconveniences. You do not need to shower them with exaggerated compliments (or things you really did not find appealing). Doing that will seem unreal and can actually disinterest customers from coming back.
Remember them
Your customer may come back for another service later in the future. If you remember them, or remember something about them, tell them! Recalling little details will make your customer feel special- and in return, this will make them feel welcome. It will also make them feel valued and cared for, which is productive when inconveniences threaten an exit. Remembering them means you want to ensure their comfort, and this is of importance for any customer, especially those who have been loyal to you and your organization.
Be honest
Be honest if you think they shouldn’t purchase a certain product or go for a certain service. By doing this, they will continue to come to you for advice, which makes you a trustworthy source for them. If inconveniences arise, they will look to you for direction instead of looking to move away from your organization. Also, if you cannot help them, tell them. Don’t try to sugarcoat the situation. Be honest with what you can do for them and what is out of your jurisdiction. Although honesty may make them feel frustrated or angry at first, they will appreciate you not wasting their time further. To go the extra mile, direct them to someone who can help (see point 6).
Guide them
If you can’t help your customer but know someone who can, guide them to that employee. It is also possible that your customer is new to your workplace and does not know his/her way around, so directing them to the place they need to go, or even walking them there, will show that you care about having their service or product provided to them. Even if your colleague was not able to help, the interaction creates satisfaction; they will remember that you helped them get to where they needed to go rather than leaving them to figure it out on their own.
Lara Jadayel has been writing about women for as long as she can remember. She won’t stop until change becomes evident (or until writer’s block consumes her). To reach out, email her at larajadayel@gmail.com. Photos by Jon Tyson on Unsplash.
