According to a survey conducted by Arizona State University’s W.P. Carey School of Business, about half of all American households experience customer service-related problems. Over two-thirds of those customers were “very” or “extremely upset” about the company response when they complained. Over one-third reacted by yelling at the rep while the number of consumers who cursed nearly doubled to 13%.
If we surveyed your customers and clients, how would they rate their experience with your business?
Our team recently had the opportunity to experience customer care after new purchases.
We discovered three positive ways to cure customer rage and create exceptional experiences.
1. Ask Great Questions
While it’s easy to just “get started” with what you know, the companies our team liked best first asked great questions. They began at 30,000 feet, i.e., big questions about our business goals, hopes, dreams, frustrations, and fears.
Then they drilled down to specific ways to accomplish our goals with the least amount of frustration in implementation. They helped us put it in place and taught us how to do it independently.
What great question will you ask a customer or client as you give them exceptional care? Such questions show interest and a willingness to listen.
2. Listen and Then Answer
After asking great questions, these companies listened to our team’s response.
Really listened.
What a gift! No FAQ list. No anticipation or presupposition.
They employed the active listening technique of accurate empathy. They let us know they were listening by using some of our words in their response. Such empathy lowered the learning curve for us, eliminated accompanying hesitations, and made it all more manageable.
How will you listen first and then answer as you give exceptional customer/client care?
3. Give Respect
Our team had the sense that the reps were walking up the steep learning curve with us. That they could see from our perspective. They wanted to help us understand. They desired to serve us without making us feel ignorant at best and stupid at worst.
They respected us.
Every phone call and email was their “pleasure,” “why we’re here,” and “please let me know what I can do for you.”
One representative even asked for an update to see how she could help without our asking!
How will your customers and clients know you respect them? Respect lessens rage every time.
Sure, it’s a busy season for everyone. What a wonderful opportunity for you to create an outstanding customer/client experience in a crowded, hurried-up market that expects people to get angry.
Give exceptional customer care today as you ask great questions, listen and then answer, and give respect. As you do, you Work Positive in this negative world!
About Dr. Joey Faucette
Dr. Joey Faucette is the #1 Amazon best-selling author of Work Positive in a Negative World (Entrepreneur Press), Work Positive coach, & speaker who helps business professionals increase sales with greater productivity so they leave the office earlier to do what they love with those they love. Discover more about his coveted 7 Weeks to Work Positive Coaching Program at www.ListentoLife.org.
Are you losing business in the negative world? And going down with it? It’s challenging to be a Christian woman entrepreneur these days, consumed with your dreams and confronted by your reality. Let me hear from you—your hopes and desires, your challenges and frustrations—and we’ll Work Positive together!
Thank you for modeling superb customer/client care, Dr. Joey, and for giving us wise tips to put into practice. I always feel very well taken care of when I engage in conversation with you. Excellent leadership and customer service begin at the top.
Merry Christmas, my friend!
Jory