“To err is human.” Mistakes and errors are quite a common phenomena especially in the scenario of customer service. Mistakes can occur in multiple ways while dealing with your customers as they are no robots but live human beings that you interact with. But how one handles that mistake in the right way becomes extremely crucial. Making an apology for the issue is undoubtedly very important, yet doing it the correct way may prove fundamental to re-establishing the trust and keeping the customer with us. I would certainly like to talk upon what organizations can do and what we, at Ergode have been doing, to help customer service delegates lead communications that leave a client fulfilled—regardless of whether the issue has been settled or not. Because as much as companies focus on apologizing to its customers, let me tell you that providing them with different helpful solutions which might actually assist them can lead to an everlasting impact on the customer.
Undeniably, the boom of the internet has taken client administration, altogether, to a new paradigm shift. Nearly so many issues can be resolved at the click of a fingertip without the need of even conversing with anyone. It is a win-win situation for both companies and customers. However, still, the issues that take the customer to raise it to a telephone call with a customer representative are frequently some serious grievances which are the hardest to fathom. Hence, it becomes extremely crucial for organizations to handle these serious conversations very delicately and smartly. Rather than not answering the calls or avoiding a clingy customer, maybe a simple answer is all you need to leave him or her happy and satisfied with a proper solution.
- Feel, Felt, Found.
Believe me, this works wonders. Empathy is the feeling that can make the most furious customer calm and get to listen to what you have got to say. But for that, you got to first empathize with your customer by making them feel that you understand their situation completely. Once done, try to connect the customer by explaining how once you too felt the same way in a similar situation in the past. And lastly, help them understand how you found out that your concern was not completely right.
By the time you do this, almost three-fourth of the work is done and believe me, you will find a much more patient and understanding customer. After all, that’s what they really want – to be felt and found.
- Lend a Hearing Ear.
Any organization might lose its most precious customers too if they refuse to hear when their customer wants them too. So, what’s the best way? To lend that hearing ear and calming the storm. Be patient and listen all that your customer wants to tell without causing any interruption or argument. Empathize genuinely with their situation and apologise for a little for having them face so much inconvenience. Not just this, help them with possibly the best solution to resolve their issue along with an assurance to never let this occur again in future.
You will not even come to know and your customer will become a good friend to you at the end of this understanding conversation.
- Make Things Easy for Them.
The best quality of a customer representative is his skill to simplify the most complex thought in the easiest and understandable way. Customers are amateur and will not understand each and every complicated technique and concept that comes in their way, however, as a delegate, you can use simple, easy-to-understand language for clearing all their queries.
Rather than simply shrugging your customer off your shoulders by asking them to do things on their own, I would suggest guide them through the process step by step and see the magic happening.
With these simple and genuine tools of customer service, you can win the hearts of your most difficult customers. That is what we, as Ergode, have been doing – delivering the best customer service experience to our consumers with a feeling of trust and security.
Cloverbites By Rupesh Sanghavi 
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