I recentely finished a book by Jay Baer – Hug Your Haters. I gained valuable knowledge from this book. There was a part in the book where Jay talked about the on stage hater and the off stage hater. This is where the on stage hater expresses their displeasure in the open. While the off stage hater expresses their displeasure in private. I read further to learn about an app that gives customers the opportunity to voice their concerns regarding their customer service experience. The app is called: Peoplocity – https://peoplocity.com/how-it-works/. It’s a two way messaging solution that allows customers to have their concerns heard – good or bad.
In my LinkedIn conversation with Founder and CEO of Peoplocity. Mr. Klein gives his thought. ” I think every business and consumer on the planet can benefit from a direct, personalized 2-way mobile channel!”
Reading about this inspired me to write this post. As customers we need an outlet where we can voice our concerns. More importantly we need to know our concerns will be heard and addressed. Care for the customer is of great importance. Finding the emotional human connection that is shared between customer and service professional is an appealing outcome.
There are 3 points I have concerning the customer service experience and customers having a space.
Comfort – When there is a disruption in the service experience. The customer is not always in a position to discuss the matter right then and there. This could be for a number of reasons:
- The customer may be on a schedule and needs to get to their next errand or task.
- The customer may be embarrassed to have an audience. Especially if the experience was dissatisfying.
- The customer may not have the right words to express their thoughts and may need time to reflect.
Getting the customer to a state of comfort, where they can gather their thoughts and reflect on the matter is going to be key. This way when the customer provides feedback. The service provider can obtain a more realistic view of the customer’s true feelings and respond accordingly.
Resolution – All resolutions are not immediate (I know that would be a good thing if they were). In all reality though, some questions, problems and concerns may need time to resolve. The most important pieces of any resolution is that you truly hear what the customer has said, acknowledge the customer and following up. If you know the resolution is going to take some time to resolve. Be transparent with your customer and set the expectation of when you realistically would have the answer.
Now, what if there is no resolution or the matter is going to take a business implementation/change? This is where follow up has to be essential. If the matter is going to take several weeks or months to correct. The business has to find a way to make good with the customer. Whatever the recourse. The customer has to have a feeling of being pleased and not put off.
Empathy – In all conversation, an empathetic voice is what will get you and the customer on a level playing field. Once the customer sincerely believes the support or service person has their best interest in mind and has shown a human empathetic side themselves. A level of trust is gained. This is where the relationship building really starts.
When you make space for your customer. You give the customer a way to gather their thoughts and share their feelings. By keeping consistent in your efforts to make space for your customers. You will set the bar high for delivering exceptional customer service.
Thank you for taking time to read my post. If you have found the information customer service important please share.
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The Customer Service Experience 