How to Make the Most out of Your Customer Service
Posted on July 18th, 2009
Companies have been thinking of ways on how to improve their customer service. But, have you ever think about the reality that most of the time, we, customers, rarely give a customer support line a ring to express how much we appreciate a product or service. Often, we only turn to them whenever we have a problem.
Most likely, we become thoughtless of giving feedback to the company who provides us great experience of their products or services because we rather share it to our friends and other people, not considering that the company might as well care about it. In contrary, if we have bad experience with a company’s offering, we readily give feedback without any hesitation.
Customers become impatient even to small things, the threshold of tolerance has become smaller. Inconsiderably, thinking, that the people at the other end of the phone line or those behind the cash registers are working in a stressful condition to provide us with the services or products that would please us.
Despite a fully staffed organization, there are still lesser number of people attending to phone calls or lesser employees shouldering the workloads if it would be compare to the numbers of customers. Now, think about the true meaning of being a good customer.
Maybe, organizations can show that they are being responsive if they are doing this innovative ways:
• Once in a while, allow the CEO to answer the phone
• During busy season, allow members of senior management to pitch in
• Inspire the team by sharing stories of kindness and compassion
• Encourage staff to directly handle their customers by providing direct line on their table for follow ups.
• Reach out and develop a relationship with customers beyond sales pitch
Being a god customer doesn’t only mean becoming tolerant, but would be a lot better if:
• You try to explain the point of your complain in details, starting from the top
• You empathize and feel compassion to the person you are talking to
• You learn to listen as well instead of continuously talking
• You become more patient
Both the customer and the customer service provider should always remember that they are talking “with†not just merely talking “at†somebody. Always remember that art of conversation. By becoming more human, we can get the most out of any situation.
