Dramatically Improve Customer Interaction During a Pandemic in 2 Easy Steps
Your customers today have very high expectations and if your business can't meet them, your customers are going to leave you for your rivals. If that sounds tough, well, it is.
In addition to getting a product or service that works for them, they want to buy from corporations that make it easy to get assistance when they need it, that go above and beyond for them, and that make them proud to support their corporate culture and values.
You already know that the customer experience doesn't always end with a sale. It's an ongoing work in progress that establishments should be constantly seeking to progress and iterate on. To get you started, here are our recommendations for building the best customer interaction practices that will make your customers love engaging with your business.
Show understanding and appreciation
Are you aware with the golden rule? "Treat others as you want to be treated."
The customer service golden rule should be "Treat customers as you want to be treated as a customer." (I know it's not as catchy, but I'm making a point here.)
It might sound unpretentious, but making sure each and every one of your customer interactions reveals your empathy for your customers' struggles, and your thankfulness for their loyalty, goes a long way.
Here are some ways to do that:
Thank your customers -- for everything. Thank them for their patience if your company experiences an outage or trouble in service. Thank them for understanding if you or your establishment makes an error.
Thank them for their loyalty when they renew or buy again. Thank them for taking the time to share their feedback, whether it's good or bad.
Be empathic in your replies to customer complaints and concerns. Say "I'm sorry" for whatever the issue is impacting in their day-to-day. The problem could be costing them time or money, or just causing a horrible headache. You don't always know what's going on in your customers' daily lives, so err on the side of remorseful if they come to you with an issue -- great or small.
Customers are more likely to spend more and be loyal, longer, if they have a history of positive experiences with your business. Do your part to make each sign-off positive and polite to make your customers feel good about buying from and working with you.
Be crystal clear and communicative
It's very important to be transparent when you communicate with your customers concerning your protocols concerning COVID. And particularly if it's about a blunder or error caused by you or your service/product.
Predominantly if your product or service concerns customers' personal information, or if your product serves as a system of record for a customer's own business, you need to take your accountability to your customers very seriously.
In today's era of data breaches and hacking, customers want to understand what you're doing to repair problems and prevent them from happening again.
Make sure you're prepared with transparent customer communications during times like these and if you're not, ask your team manager or director for better direction.
Using your empathy and gratitude muscles, don't dillydally to explain the situation, ask for forgiveness for the issue, and communicate how it happened and how it won't happen again. If it could happen again, be clear on that so your customer can organize for the future.
In today’s fast-moving, always connected and always on culture, corporations are forced to earnestly consider implementing customer interaction strategies, if they haven’t already.
These strategies offer organizations an opportunity to engage today’s buyers, and deliver on their expectations of a seamless customer experience regardless of channel or place.