Customer support isn’t simply solving your customers’ problems, but also about engaging with them in a way that lets them realize that they can always depend on you for answers. Building a positive perception within your customers’ minds ensures that they leave with a lasting impression about your customer service, even if you could not provide helpful advice.
Customer perception is directly linked with how appropriately you respond to your clients, which is usually by using the correct words in the right context and tone.
1. Express empathy towards your customers
Customers appreciate it when you show them that you are willing to understand their problems, and are working in full force in order to get it resolved.
From your customers’ perspective, using a more informal tone can make them feel more relaxed, which in turn makes them more likely to explain their scenario in a clearer manner.
If your communications are done wrong, such as when talking in a rude or an excessively formal tone, your customers may leave with the impression that you’d rather point the finger at them for a problem instead of examining it further and attempting to actually resolve it.
Incorporate a sense of transparency in your communications – what this means is that you should let your customers know exactly how you’re proceeding with the issue, and how you plan to resolve it. Doing this shows the customer that you’ve put in efforts and have gone to greater lengths to make their lives better, and will replicate the behavior if and when your service is required in the future.
2. Practice using only positive words
Negative behavior, and using negative words, will only help in alienating your customers away from you. An easy remedy to this is to instead drive your resources into understanding and solving the problem, and stay away from using words that may cause the customer to become defensive.
For example, using words like “will”, “can”, and “we’ll make sure” can have a positive effect on the minds of your customers, while words like “can’t”, “never” and “bad” will make them feel unappreciated and push them away from your business.
3. Deliver a better alternative
Usually, when a customer tries to reach out to you for an issue, they have a solution at the back of their mind. Anchor the customer’s expected result or solution, and deliver a better alternative that not only solves the issue, but does it more efficiently.
Sometimes an issue might not be possible to solve in the exact way that was expected by the customer. In such cases, remember to assure the customer that although you cannot deliver the expected solution, you do have an alternative – and maybe better – resolution for them. If done right, the customer will understand and appreciate your help, even though they arrived with different expectations.
All in all, understanding our customers is the first vital step in squashing their issues successfully. Figure out why they’re coming to you with the issue, dig deep into the problem and realize the problem area, and eventually deliver a positive solution to them. Stay calm and friendly in your communications, and speak with positive sentences. You can keep improving your processes but they won’t affect the emotional and material side of customer service, which is increasingly becoming dependent on the customers’ perceptions.