When you work in a business, you naturally see things from your side of the fence.
You can boil down customer complaints to user error. Or to problems that are difficult to diagnose.
It can get jaded from where you’re sitting, where you’ve got this beautiful product your customers need to appreciate.
But here’s a way to approach customers with empathy, while still advocating for your product.
1) Affirm your customer.
Some phrases along this line can include:
- “Yes, I see what you’re saying.”
- “I’m sorry this has happened. We’ll work to fix this and get you back on track.”
Your customer wants to know she’s not crazy.
She’s trying to get work done and has run into a roadblock. You won’t get anywhere if the customer feels like you’re not listening. Address the urgency of the situation.
Use words that describe what your customer faces and how she feels. This is a prime technique in negotiation. It disarms your customer. She will fixate on her problem like a broken record until you reflect to her what’s in her mind.
2) Don’t be a robot.
My favorite customer service experiences happen when reps are not working off a script. They affirm my need, but they’re also the perfect combination of serious and somewhat relaxed. They’re ready to handle my problem. They’re empowered.
3) Love your customer.
Love often starts with a thank you.
“Thanks for being a customer, a part of our community.”
“Thanks for helping us make this product better.”
3) Ask for feedback.
Take this opportunity to listen for positive feedback. What do people love about your service? Find what’s working, and do more of it. Use a service like Intercom to increase user response.
Customer feedback helps you solve more problems and increase your competitive edge.
It will also increase customer retention. You will make way more money through upselling existing customers and building their loyalty than you will through acquiring new customers.
