Clients today are busy; some are overwhelmed by the myriad of tasks they now have to perform. By the time they call your help desk or customer care center, they are often frustrated and anything but pleasant.
You can put a smile back on their face about your business, and here are some tips to help ensure this happens:
1. Say you will help
Every time you say, "I can help you," or "Let me see if I can help," it is music to client’s ears. It calms potential anger inside of them waiting to be let loose. You may need to say it more than once. When you sense mounting frustration, repeat your offer to help as often as you feel it is appropriate.
2. Help each step of the way
If you need to pass the caller to another person for additional support, stay on the line with them and explain the situation to the new representative. The last thing the client wants to do is repeat their tale of woe to multiple people.
3. Acknowledge any evident concerns / upset
It is not enough to simply say, "Ok." You must say something more genuine. "I can appreciate how annoying this must be." Yes, you are right, this should not have happened." Your client wants to be heard.
Your client wants you as the representative of the company to see how inconvenienced or disappointed they are with your product or service. An acknowledgement is definitely required.
4. Be sincere
Have an upbeat voice. A voice with a monotone is seen in a negative manner. Your voice must have highs and lows, just as a singer's voice has a range.
5. Don't rush
Take your time explaining how to remedy a situation. Pause at the end of each sentence or thought for a second or two. A fast talker frustrates the person trying to take notes or to envision what you are saying. It makes the caller feel you just want them to get off the line.
6. Involve the client
Ask the client what he or she would like to see happen. Ask the client if this solution would be acceptable. This makes the client feel you value their business.
7. Offer something
Recently, I heard of a scenario when a case of wine was shipped to a friend to celebrate the landing a great new job. The case of wine was shipped to the sender who ordered instead of intended recipient. When the sender called the wine company, they immediately took responsibility. They told the sender to keep the case, rather than ship it back, because of the inconvenience they caused.
The wine company then took care of shipping a new case at no additional charge immediately.
Not every situation warrants something to be thrown in for free, but, on occasion, when your organisation is clearly at fault, it goes a long way to keeping clients satisfied and therefore, loyal.
8. Thank the client
Any time a client complains it is an opportunity for your organisation to correct something that is NOT working. Let the client know that your organisation is constantly striving to achieve better service and will do its best to see that client concerns do not happen in the future.
9. Client loyalty is difficult today
You are the face of your organisation, and you play a significant role in impressing or depressing your clients. The more you can keep your clients singing your praises, the more secure and easier your job will be.
Following these simple tips will help to ensure your clients smile about your business!
Go help somebody