So how to make sure that you’re always spot-on with your customer support?
We’ve all had good and bad customer support experiences.And examples are pouring all over the internet about the best or the worst you can find out there. On your first mistake, your customers can easily rush to their favorite social media and display to the world how bad you handled them. Even worse, on your first mistake, your customers can simply turn away and just stop doing business with you.As many as 89% of consumers will begin doing business with a competitor after a poor customer experience (according to an Oracle report).And you probably won’t get a chance to make it up to them.You don’t need to use formal words that you wouldn’t use in real life. Stay with your own vocabulary and just say you’re really sorry if you messed up. If you work in an industry that has its own specific language (like tech to give a wide example!
For example, when you spill your hot coffee on your coworker, do you “apologize for the inconvenience”? ), chances are your customer doesn’t know as much as you do. Remember replying to a customer is just like being on a first date.Just remember you’re not here to shine your light of knowledge on him but instead teach him how to go through the issues he’s encountering in the easiest way possible. Well, if you’re like me, you probably google-stalk the person you’re going out with beforehand, right? In any case, you should do the same with your customers.User n°8579 who sent you a message this morning might be doing something really cool at the moment and you want to know about it.At Front, we like to have a look at our customers’ websites, their twitter account, their last blog post, where they come from…All these informations help us to connect with our customers in a more personal way and to personalize how we help them. As customer service expert Shep Hyken puts it, “a customer service apology is stronger with a personal touch”.Bonus, by doing so, we discovered that the more we connect with our users, the more likely they are to become active users. First start by making sure you understand what your customer is going through and let him know that you are concerned with his problem too.