Oprah Would Give Great Customer Service to her Audience. Will You?
3 Ways to Turbocharge Your Customer Service
A lot of customer service sucks. Really. In many companies, customer service is an oxymoron.
Yours doesn’t have to suck.
Here are three ways you can improve customer retention. Implement these strategies and let me know how they work for you!
- Assume good intentions. Many people read in or interpret negative intonation in 2 D communication like email or text. It is really easy to paint a negative intention when there was none. If you err on the side of assuming good intentions and the other party really DOES mean to be negative – you can be pretty sure they’ll let you know! If you assume the worst, however – you are very likely to escalate negativity rather than defuse it.
- Even in text, imagine you’re talking to a real person. They want to keep dealing with your company, otherwise they wouldn’t be talking to you and allowing you to work through any issues.
- Thank them! Yes, even Negative Nancy. Thank them for bringing issues to your attention and allowing you the opportunity to help rectify or clarify the situation.
Next time you are dealing with a client with a problem or an unhappy customer, try re-framing the interaction using these three tips. You’re sure to win them over and keep clients and customers around longer when you serve them rather than battle them!