If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.
That sounds pretty simple and straightforward, right? However, it’s not always easy to find the right mix of respectful interaction that will work for both you and your customers.
While perhaps not every company will achieve glowing satisfaction ratings like Zappos or the Ritz (though every company should try), there are at least a few basics that you can follow.
The Foundation of Exceptional Customer Service
Exceptional customer service is built on a foundation of respect for the customer. This means that every interaction, from the initial contact to the resolution of any issues, is guided by a deep understanding of the customer’s needs and a commitment to meeting those needs. When customers feel respected, they are more likely to trust the company and become loyal customers. In fact, studies have shown that customers who feel respected are more likely to continue doing business with a company, even if they experience a problem or issue. By prioritizing respect in every customer interaction, companies can foster a sense of trust and loyalty that is essential for long-term success.
Let Me Do It – Self-service
The most basic way to respect your customers is to start with the assumption that they can answer at least some of their own questions if you provide them with the proper tools. Respecting the customer's time is crucial, and providing self-service options can help achieve this by allowing customers to find answers quickly and efficiently. To provide a great customer experience, be sure you include enough information on your website to answer basic questions like what are you selling, why do your customers want to buy what you have to offer, and what different types of options do you provide. You should also ensure your website is user-friendly and information is easily accessible. That may mean incorporating chat bots to help direct customers to the information they are looking for.
Ten Ways to Say Thanks to Your Customers
When it comes to customers contacting you, it’s OK to automate at least part of your system. For instance, an interactive voice response (IVR) system can provide quick access to information like bank statements, store hours, or directions. This type of automation empowers customers to quickly resolve questions by providing basic options without a lot of needless conversation.
Similarly, chat bots can provide automated answers for basic questions. It’s a quick, easy way to get customers to where they want to be.
Just be sure to ensure that your automated system is working properly and is easy to navigate! There’s nothing satisfying about trying to interpret a garbled system or dealing with a chat bot system that breaks down during heavy usage times.
Valuing the Customer’s Time
Valuing the customer’s time is a critical aspect of exceptional customer service. When customers feel that their time is being wasted, they are more likely to become frustrated and disengage from the company. On the other hand, when customers feel that their time is being respected, they are more likely to feel valued and appreciated. Companies can show respect for the customer’s time by providing clear and concise communication, setting realistic expectations, and following up promptly on any issues or concerns. By doing so, companies demonstrate that they value their customers and are committed to providing a great customer experience.
Let Me Talk to You – Assisted Service
Self help is great, but there are moments when your customers’ requirements will go beyond the basics. That’s when it’s time to provide access to a human being.
The first step is to make sure that your website provides multiple ways to easily interact with a live person. Social media can provide that avenue, but remember that that’s a very public way to handle things. Better to also offer an easy to find email address and phone number. In addition, today’s online businesses must use engagement tools like live chat, cobrowsing and screen sharing to guide their customers through the online experience. Read: What is Cobrowsing?
If your customers need to speak to an agent, he or she should never talk down to the customers, act impatient, or tell them there’s nothing that can be done. Your customers should be listened to and understood. Active listening is essential in these interactions, as it ensures that customers feel heard and understood.
Most customers recognize that not every question can be resolved immediately. As long as your customer service agents really hear what they have to say and make the best effort to close out the conversation in a matter that’s satisfactory to both parties, you’re on the right track. And if the customer follows up at a later date, the customer service agent handling the issue should have the customers’ information ready and easily accessible, so they don’t have to repeat the entire story.
Empowering Customer Service Agents
Empowering customer service agents is essential for delivering exceptional customer service. When agents are given the autonomy to make decisions and take action, they are more likely to resolve issues quickly and effectively. This not only improves the customer experience but also increases customer satisfaction and loyalty. Companies can empower their customer service agents by providing them with the training and resources they need to succeed, giving them the authority to make decisions, and recognizing and rewarding their achievements. By empowering their employees, companies can ensure that their customers receive the high-quality service they deserve.
Delivering Personalized Experiences
Delivering personalized experiences is a key aspect of exceptional customer service. When customers feel that they are being treated as individuals, rather than just as a number, they are more likely to feel valued and appreciated. Companies can deliver personalized experiences by using data and analytics to understand the customer’s needs and preferences, tailoring their communication and interactions to the customer’s individual needs, and providing customized solutions and recommendations. By making customers feel special, companies can enhance customer satisfaction and foster long-term loyalty.
Resolving Issues with Respect
Resolving issues with respect is critical for maintaining customer satisfaction and loyalty. When customers experience a problem or issue, they want to feel that the company is taking their concerns seriously and is committed to resolving the issue quickly and effectively. Companies can resolve issues with respect by listening actively to the customer’s concerns, empathizing with their frustration, and providing clear and concise communication about the steps being taken to resolve the issue. By resolving issues with respect, companies can turn a negative experience into a positive one and build trust and loyalty with their customers.
Respect Goes Both Ways
People who have a respectful customer experience are more likely to be repeat customers. Moreover, they are likely to share their experience with their friends and families. Word of mouth is a powerful influencer in the buying cycle.
If you provide respectful customer experiences, there is no doubt that you will reap the rewards for your efforts.
