In the millennial era, customer service is more important than ever. Providing good customer service has always been good business, but in a world where so many services are available on demand, being able to provide a good product fast just isn’t enough anymore. In fact, with many companies, it seems there is a bit of an “arms race” with respect to who can provide the best customer service.
There are many things you can do to make a customer feel cared about — some are easy, and some are a bit harder. One thing that’s easy to do is to get your customer service team to introduce some of these key phrases into their interactions with customers. As you’ll see, these phrases are common-sense ways to build trust and rapport with customers and to keep them satisfied, coming back and telling others about your business.
1. “Thanks for bringing this to our attention.”
Showing gratitude is the easiest way to get someone to feel warmer towards you. If a customer points out a problem, they could be turning you onto something many people noticed but didn’t say anything about, choosing instead to stop using your product. That customer may have saved you from a lot of lost sales, and you should verbalize your appreciation.
2. “Nice to meet you!”
When you get an email from a customer, they are usually focused on getting you to answer a specific question or solve a specific problem they’re having. The temptation is to respond with a no-frills answer. But doing that makes the company come off as cold, unfeeling and robotic. This can be hard to understand, but when a customer puts a lot of heartfelt effort into communicating with a company, they want to feel like there’s a human on the other end worth connecting with.
3. “Let me know if there’s anything else I can do.”
Once you resolve a customer’s issue, it is tempting to try to move right onto the next one right away. But doing so may alienate the customer you worked so hard to help. Letting them know you’re here for them in the future makes it less likely they will feel rushed out the door and more likely that they will feel they can come to you with any issue for resolution. That will make them more likely to stick with the company.
4. “I’m sorry you’re having that issue.”
If you do not say this with feeling, it may not have the desired impact, but being able to empathize with customers is an important aspect of customer service. When something is going wrong, customers feel frustrated. They want to feel that someone is not only hearing them, but also wants to solve their problem. If they do not hear this, the customer may feel you don’t really care whether you resolve their issue or not, which can be particularly alienating if it is a tough issue.
Staffing your Customer Service Department with representatives who are passionate about solving your customers issues and needs is imperative for success. At Global Electronic Services, our Customer Service Team is always ready to help whatever your need. Helping our customers is why we are in business! Be sure to visit us online at www.gesrepair.com or call us at 1-877-249-1701 to learn more about our services. We’re proud to offer Surplus, Complete Repair and Maintenance on all types of Industrial Electronics, Servo Motors, AC and DC Motors, Hydraulics and Pneumatics. Please subscribe to our YouTube page and Like Us on Facebook! Thank you!