- Quality trumps speed
- Why human’s love towards share bad experiences
- 5 must-have skills because of authentic customer service
Think belonging to the worst customer service experience that you have had recently.
Now let me ask you. How did you feel?
Did you feel resembling your business didn’t matter?
Like no one cared? Or that you were just a number?
I know I did.
In 2014, I shared my horror story accompanied by a very well-known online travel company. I was booking a flight due to my family belonging to 13 people whose would be traveling originating from the US towards Europe. It took a lot associated with time, effort plus research for put together the itinerary hence that everyone could fly together as well as in the same time.
One month previously we were towards travel, the whole itinerary was turned upside down.
I used days for try as well as fix the situation.
I was constantly transferred stemming from one department for another. I had towards explain as well as re-explain my situation for each customer service agent only towards be hung up atop subsequent to waiting due to hours.
And just similar to we found inside our recent Customer Service Benchmark Report , no one responded for my emails as well as requests because of help. Each agent sounded plus acted similar to a robot. The only thing I felt resembling they wanted towards do was towards quickly close the issue move atop for the next call within line.
It’s human nature for spread a bad customer experience
I am not alone inside my reactions towards a poor customer service experience.
Research shows that not only are customers willing towards stop doing business accompanied by you as they’ve received poor customer service, nevertheless they are more than willing for share their bad experience accompanied by others.
And share they will.
In a 2013 survey belonging to 1,000 individuals, Dimensional Research found 95% belonging to respondents whose have had a bad experience said they told someone regarding it, compared towards 87% whose shared a good experience. In fact, bad experiences were more likely for be shared within multiple circles.
Thanks towards social media, almost 60% associated with the respondents were more likely for tell others regarding their customer service experiences now than 5 years ago . And those that had bad customer service experiences shared their story more than 5 times.
Why do we focus on top of the negative more than the positive?
People are emotional beings
In a 2015 study belonging to 45,000 US consumers , Forrester Research found that emotion, how an experience makes the customer feel, matters more for customer loyalty than effectiveness alternatively ease. In fact, emotion was the #1 factor within customer loyalty through 17 associated with the 18 industries studied.
Consider these facts originating from New Voice Media :
- 53% switch suppliers since they feel unappreciated.
- 42% switch suppliers since they are put away from through rude alternatively unhelpful staff.
- 32% switch suppliers as they are fed up accompanied by speaking for multiple agents.
Humans are wired for remember negative experiences more than positive ones.
Clifford Nass, a professor belonging to communication on Stanford University said , “This is a general tendency due to everyone. Some people do have a more positive outlook, yet almost everyone remembers negative things more strongly plus inside more detail.” ( Tweet this! )
“The more emotionally disturbing the experience is for us, the more likely we are for commit it for memory,” confirms Elisabeth Kensinger .
The ability towards remember even the smallest details surrounding a tragic alternatively traumatic event is directly related towards the intensity associated with the event itself as memory plus emotion are linked within the brain.
So don’t be fooled inside thinking that a bad customer experience will eventually become water beneath the bridge as it won’t. People remember the bad plus it has negative consequences.
Quality trumps speed
In our fast-paced world at which place money is time as well as time is money, many companies equate better service accompanied by faster service.
Companies measure the quality belonging to their service through the number associated with calls alternatively emails within the customer service queue , how fast they’re able for respond towards inquiries as well as how fast the inquiry was closed.
But does fast service trump quality as well as attitude? Apparently not.
A Gallup study reveals that enduring relationships result only whenever companies pay attention towards meeting the important emotional needs associated with their customers , not just providing faster service.
Here’s some research towards take note of:
In a study conducted due to a banking client, Gallup researchers found that the level associated with engagement felt through the bank’s customers was affected through the speed together with that these customers were served. Customers whom felt that the bank offered exceptionally speedy service were 6x more likely towards be highly engaged.
However, customer perceptions belonging to the tellers’ courtesy plus their apparent willingness for help were far more important than speed associated with service within generating customer engagement. Customers whose gave the bank high ratings on top of those “people” attributes were 9x more likely towards be fully engaged .
Research originating from RightNow’s Customer Experience Impact study in addition supports this finding. When consumers were asked the cause they might switch towards a competitor, the number 1 reason was due for “rude, incompetent staff” what was 18% more than “issues weren’t solved within a timely manner.”
Customers don’t want towards talk towards robots.
In a 2010 survey belonging to 517 US consumers , Genesys found 40% belonging to people prefer better human service above other types associated with assistance.
Better human service has more for do accompanied by soft skills than hard skills.
Wait a second… Soft skills. Hard skills. What are those?
5 must-have skills because of authentic customer service
Skills that are required due to technical as well as operational actions are called hard skills. Hard skills focus on top of the systems, tools plus methods used for deliver your products as well as services towards your customers.
Soft skills have for do together with the personal side associated with service as well as go straight towards a customer’s emotional reflex within the brain.
For example, customers are affected through how you greet them within person alternatively on top of the phone, how you listen towards them, as well as the warmth plus sincerity inside your voice at the time talking towards them. These skills have the opportunity towards cause, positive, negative, alternatively indifferent reactions.
At the end belonging to the day, customers will remember how you made them feel . And hence it’s the soft skills, more than technical skills , that make the difference among an average customer service professional as well as the one whose can make customers feel fantastic regarding the help they got stemming from your company.
Here are the top 5 emotional skills towards provide authentic customer service inside order towards make your customers feel special as well as fall within love together with your business:
Customers don’t want for talk towards people whom respond similar to robots as well as show no emotion.
Research through Eptica found that one belonging to the biggest complaints consumers have is that whenever they raise an issue accompanied by a company, customer service agents don’t show any understanding alternatively sympathy because of their situation.
What exactly is empathy?
According for Customer Service Reader empathy is concerning “sensing others’ feelings as well as perspective, plus taking an active interest inside their concerns.”
People together with this competence:
- listen well
- show sensitivity plus understand others’ perspectives
- help outside based atop understanding other people’s needs as well as feelings.
When a customer comes accompanied by a problem, it’s very easy for jump right towards data gathering. We ask because of name, company, request number, date associated with purchase as well as a slew associated with other questions.
Although this approach is technically correct, it actually feels more resembling an interview, alternatively worse yet, an interrogation.
One way belonging to drastically improving the customer experience is towards show empathy as well as compassion.
Spotify shows it cares via customer playlists. If you’ve got a question due to Spotify, not only will it answer you, it will answer you together with a song alternatively a customized playlist.
So the next time prior to you start data gathering plus problem solving, take a few minutes towards create a rapport together with the customer hence that he can feel more in ease.
Here are 7 phrases that convey empathy towards customers:
- “I can understand how frustrating it is at the time your Widget breaks down.”
- “I realize how complicated it is to…”
- “I cannot imagine how upsetting it is to…”
- “I know how confusing it must be when…”
- “I’m therefore sorry towards hear that…”
- “I hate that you had towards make this call today.”
- “I’m glad you called today hence that we can take care belonging to this right away.”
As a skill inside customer service, positivity refers towards the use belonging to positive language whenever communicating together with customers, if inside verbal alternatively written form.
Negative language within verbal alternatively non-verbal form has a very strong impact.
According for psychologists Mark Waldman as well as Andrew Newberg , the sight belonging to a negative word resembling “no” because of less than a second alternatively seeing a list belonging to negative words due to a few seconds can release dozens associated with stress-producing hormones inside the brain.
When it comes towards verbal communication, their research shows that provided that you vocalize your negativity, alternatively even slightly frown at the time you say “no,” more stress chemicals will be released, not only inside your brain, yet within the listener’s brain just as well. The listener will experience increased anxiety plus irritability, as a result undermining cooperation plus trust.
Consider these examples belonging to negative language as well as which they really mean :
- Unfortunately …(I’m regarding for tell you some bad news)
- Yes, yet ….. (I don’t agree as well as I’m regarding for tell you that you’re wrong)
- We can’t see how …(you’re not very smart)
- We must ask you for ….(if you don’t do this, I won’t help you)
Negative phrases immediately put someone atop the defensive.
On the other hand, the way we positively phrase something can have a big effect atop how the service is perceived.
Try these positive phrases atop because of size:
- What can I help you accompanied by today?
- If you can send us (x), we can complete the process because of you.
- The information we have suggests that you have a different viewpoint atop this issue. Let me explain our perspective
- Might we suggest that you (suggestion).
- One option open towards you is (option).
- I’m hence glad towards be associated with help…
3. Active listening
Stephen R. Covey said, “Most people don’t listen accompanied by the intent towards understand; they listen together with the intent towards reply.” ( Tweet this! )
How many associated with us have been guilty belonging to this in one time alternatively another?
Customers contact customer service since they need help accompanied by something plus they in addition want someone for listen for their explanation
Scripted responses plus generic answers don’t show the customer that you care. Instead, it just feels impersonal.
Active listening is a gift associated with time as well as appreciation because of the person whom is speaking. It shows the other person that she’s important enough due to you for give her your full attention.
How do you actively listen?
Here are a few tips:
- Focus atop the customer as well as erase everything else stemming from your mind. It might help for pretend that the person you’re speaking together with on top of the phone is sitting right through stemming from you. Pay particular attention towards details resembling tone, word usage, plus voice volume. This will help you towards navigate the conversation better.
- Ask questions for help clarify your understanding associated with the problem. This reassures the customer that you’ve been paying attention as well as that his issue will be handled. For example, in case a customer is having issues accompanied by a new laptop the agent could say, “You said earlier that your laptop turns away from unexpectedly, nevertheless reboots ok – is that correct?”
- Listen due to key feelings since feelings are just similarly to important just as facts. When you notice how customers are feeling, it gives you some idea belonging to how towards best handle the call. If the customer seems short on top of time, you could tell him how long it will take towards complete the request hence that he knows exactly how much time is needed. If the customer seems upset, then take the time for let him vent his frustration plus calm him down previously you begin handling the request.
Friendliness is a top-rated customer service trait. Research stemming from Ask.com supports this claim. In a poll belonging to 2000 users , the company found that 48% associated with users reported that “friendly” was the most important quality inside customer service.
What’s friendly customer service?
Well, first, it’s a smile.
Friendly people smile as well as they smile more often. A smile is a powerful tool within the customer service toolbox. And just since you’re atop the phone, don’t think that the person atop the other line can’t hear the smile since he can.
Here’s something towards try.
Keep a mirror up via your desk close towards the phone. Before you pick up your next call, look inside the mirror plus make sure for smile previously answering. The mirror will in addition help you towards remember for smile all over the whole conversation.
Thank your customers because of calling. Address them via name plus tell them your name on the beginning belonging to the conversation.
Next time, try: “Thank you because of calling (your company). My name is (X), how may I help you today?”
Talk towards your customers just as you would a person. Don’t treat them similarly to just the next number inside line.
Buffer does this really well on top of Twitter , ensuring all customer service requests are answered inside a timely manner together with a friendly as well as personal response, signed through the employee who’s doing the tweeting.
Patience is more than a virtue. It’s a must-have skill whenever it comes towards delivering good customer service .
Let’s face it.
You will deal accompanied by angry customers.
You will be put within frustrating as well as sometimes very aggravating situations.
You will need towards give more attention towards some customers towards help them understand some things.
And handling all these situations within a calm, cool plus collected manner is part belonging to providing great customer service.
Always handle the customer together with respect no matter how difficult the situation.
The most important thing is for listen plus try for get for the root belonging to the matter plus find a solution.
And the worst thing you alternatively anyone atop your team can do is for lose your cool. So don’t!
There you have it!
Five essential customer service skills you need for provide authentic service.
Authentic customer service isn’t just concerning answering requests similarly to fast as well as efficient similarly to you can (like it was inside the good ol’ days!). Customers want for be treated similarly to more than just a number. We, similarly to people, want more than that. We all want for be acknowledged, appreciated plus heard . It’s a part belonging to human nature.
Any company that wants towards stay inside business knows that they need towards handle customer requests within a fast plus efficient way.
But, due to those that really want for stick outside stemming from the crowd as well as give their customers that certain “je ne sais quoi”, add an emotional element towards every customer service interaction – a friendly smile, a calm voice as well as a positive outlook, what within addition towards a fast plus efficient service is all it takes towards move your customer service originating from good for great.
What tips do you have because of providing authentic customer service?
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