Customer Experience

Customer Experience
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  • It's very important to show constant care to our customers. Not only through what we say, but also through what we do. Here are some ways to give a good customer experience.
  • Relate. Doesn't need to be complex. A simple "I understand where you are coming from" or "I understand how this can affect you" will automatically make the customers feel like they are being heard and they will think that if you know how this is important to them, then you'll give them the best options.
  • Assure. Show willingness to help. Example: "I will do my best to help you". They will automatically feel more confident on a resolution. This will also make them feel like their issues are being taken care of.
  • Address any situations that you know can affect their satisfaction before they do. For example, addressing the wait time before they do will show that you are aware and focused. If they address it first not only will you have to address it but you'll have to restore the relationship also.
  • There are some bad situations we don't know of until they're mentioned. When customers mention them it's important to not ignore but instead apologise and show an understanding of it. Sometimes the customers want to vent and when they do, the call goes better for both sides.
  • It's important to show patience most importantly. We have to remember that they don't have training and there's a reason why they're calling so we have to adapt and do our best to help while working on their confidence so they feel empowered. If both are frustrated, the call will just take longer.
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