It seems like a small thing to be nice. It seems like a small thing to say “thank you.” And it seems like a small thing to suggest a solution to the problem you found. Yet doing these small things is a powerful catalyst for customer service.
Start with the basics: be nice.
If you start with the premise that other people are trying to help you, and if you use that belief as a way to start your conversation, you’ll get farther in most situations than if you assume the worst. Being nice – as your parents or grandparents may have taught you – is a key component of providing great service. Because you remember how someone made you feel in a given situation.
70% of buying experiences are based on how the customer feels.
Saying “thank you” adds to the start that you created by being nice. Saying “thank you” shows the customer that you appreciate they contacted you and that you are ready to help them. And companies that thank their employees have triple the return on equity compared to companies who don’t. So why wouldn’t you want to deliver the same respect to your customer – it adds to their emotional benefit and to the bottom line of your business.
Spot it? Got It!
Once you find the root of the customer issue, especially when you are pointing out that you’ve identified a problem, you should suggest a solution to that issue in addition to simply asking for more information. By presenting information for the customer, framing it in the context of their situation, and providing a solution, you not only become an advocate for the customer but also give them the opportunity to finish the issue.
So here are 3 things you can do to give better service the next time you talk to a customer (or to anyone else)
- When in doubt, be nice.
- Say “Thank you” in your response.
- Suggest a solution to the problem at hand in addition to asking for more information.
You can find 47 other ways to provide customer service as part of the Thank You Effect http://gregmeyer.com/2013/02/16/the-thank-you-effect-improving-service-one-ste-at-a-time/