According to a survey conducted by Arizona State University’s W.P. Carey School of Business, about half of all American households experience customer service-related problems. Over two-thirds of those customers were “very” or “extremely upset” about the company response when they complained. Over one-third reacted by yelling at the rep while the number of consumers cursing nearly doubled to 13%.
If we surveyed your customers, how would they rate their experience with your business?
Our team recently had the opportunity to experience customer care after new purchases. We discovered three positive ways to cure customer rage and create exceptional experiences.
Ask Great Questions
While it’s easy to just “get started” with what you know, the companies our team liked best first asked great questions. They began at 30,000 feet, i.e., big questions about our business goals, hopes, dreams, frustrations, and fears.
Then they drilled down to specific ways to accomplish our goals with the least amount of frustration in implementation. They helped us put it in place and taught us how to do it independently.
What great question will you ask a customer today as you give exceptional customer care? Such questions show interest and a willingness to listen.
Listen and Then Answer
After asking great questions, these companies listened to our team’s response.
Really listened.
What a gift! No FAQ list. No anticipation or presupposition.
They employed the active listening technique of accurate empathy. They let us know they were listening by using some of our words in their response. Such empathy lowered the learning curve for us, eliminated accompanying hesitations, and made it all more manageable.
How will you listen first and then answer today as you give exceptional customer care?
Give Respect
Our team had the sense that the reps were walking up the steep learning curve with us. That they could see from our perspective. They wanted to help us understand. They desired to serve us without making us feel ignorant at best and stupid at worst.
They respected us.
Every phone call and email was their “pleasure,” “why we’re here,” and “please let me know what I can do for you.”
One even asked for an update to see how she could help without our asking!
How will your customers know you respect them today? Respect lessens rage every time.
Sure, it’s a busy season for everyone. What a wonderful opportunity for you to create an outstanding customer experience in a crowded, hurried-up market that expects to get angry.
Give exceptional customer care today as you ask great questions, listen and then answer, and give respect. As you do, you Work Positive in this negative world!
Dr. Joey Faucette is the #1 Amazon best-selling author of Work Positive in a Negative World (Entrepreneur Press), coach, and speaker who helps business professionals increase sales with greater productivity so they can leave the office earlier to do what they love with those they love. Discover more at www.ListentoLife.org.