Customer Service Needs More Heart
Because business is so fast moving, we are all required to devote a
tremendous amount of energy just to keep up. Unfortunately, people are
incredibly exhausted. Countless numbers of people go to work resenting their
job; their hearts just aren’t in it!
Companies that treat people better and put heart in what they do will have
the real competitive advantage in the future. The good news is that it is the
simplest of things your staff can do to make a significant impact on your
customer.
Nonverbal communication -
a study was done at a major university on
how people receive messages from other people:
© 55% of what we communicate comes from our body language
© 38% comes from the tone of our voice
© 7% comes from the words we say
During a telephone conversation, the significance of voice tone and words
escalate.
The ability of your employees to communicate in a way that improves your
customer’s comprehension of the message and helps to build rapport with the
customer is one of the least expensive and most powerful skills your staff can
have.
Personalize interactions -
everyone likes to hear the sound of
their own name versus some impersonal recognition. Using your customer’s name
is an easy way to develop rapport and signal to your customer that you are
paying attention and that they are more than a number or just another caller
or customer.
Understand your customer’s need - the skills of your employees to
ask appropriate questions to understand your customer’s need or concern will
make for a more productive phone call for both parties. Asking open ended
questions that require the customer to provide more information than a simple
yes or no will help the employee to determine their need and provide a
solution.
Tell your customer you appreciate them!
The simple words “thank
you” are often overlooked in most customer interactions. Each and every
customer that interacts with your company should be hearing a sincere thank
you from your employees, no matter what the reason for the call.
Encourage your customer to call you back - when ending a
conversation, give your customer your name and encourage them to call you with
any additional questions. Let them know that you are there to serve them. Make
it easy for your customer to feel unique!
The missing connection with your customer is simple . . get connected to
your customer. Put your heart into it and treat your customers like they are
humans, let them know you hear what they are saying, that you appreciate them
and that you want to help them.
Put some heart back into Customer Service.
