Author: XACT

Are customers always right? Let’s discuss.

Pretty hipster on the phone in a bright roomWe’ve probably all heard the phrase “the customer is always right.” This is a phrase that has been accredited to a few people including retailer Harry Gordon Selfridge. While the saying itself leads one to believe that the customer is never going to be wrong, the actual idea is that the customer should leave happy. The intent is to keep customers satisfied and returning. However, the saying can feel misleading. So, is the customer ever wrong? Technically, yes. There are times when a customer may have misunderstood something or may have an emotional outburst and even treat service agents poorly. So, technically, “the customer is always right,” isn’t right. There’s more to pleasing the customer and keeping a happy workforce.

Instead of saying, “the customer is always right,” and trying to meet that demand, let’s recognize the obvious, sometimes customers will be wrong. Once we recognize that, we can meet the customer demand better.

Service agents who talk with customers should be empathetic and sympathetic, providing a listening ear and an understanding mind. If a customer has misunderstood something, an agent can kindly and thoughtfully explain the misunderstanding so that they have a correct comprehension. Say, for example a customer misjudges how a product works, providing accurate information can help the customer and the company. If a customer calls in feeling emotional, a service agent can respond to this with a cool and collected demeanor. This in turn can often ease the customer and help calm them down as well.

The fact is the customer will sometimes be wrong, and knowing how to handle these situations is important for service agents. When this can be discussed openly, it can better serve the agent and help them to know how to comfortably tackle the situations while also providing customers with the best service possible. Does that mean we should make a point of telling them they’re wrong, probably not in such a direct manner. Instead, we should focus on providing accurate information and finding a solution for the situation.

While customers may not always be right, they should have the opportunity to discuss concerns, questions, and frustrations with a representative. They should leave a conversation feeling heard. It should also be easy for them to reach an agent when it’s convenient for them. Providing a listening ear, convenience, and acknowledging their needs can go a long way to keeping customers happy and loyal.

Guide to responding to customer service emails

Email and chat communications are becoming increasingly essential for call centers and customer support. Customers love the ease of use and convenience. But it’s not just convenient for the customers either. It also makes it easier for the agents to handle more outreach in a shorter duration. Overall, it’s a win-win solution. Email marketing and newsletter concept. Hand of man sending message and laptop with e-mail icon

But email communications must be done right. Here are some things that emails should contain when communicating with customers.

A greeting

When replying to a customer, always start with a greeting. Something as simple as hello [insert name] or greetings [insert name] is sufficient. You can add extra warmth by saying, “thank you for reaching out to us.”

Their name

As you can see in the point mentioned above, it’s important to use the customer’s name. Always include it in the greeting. You can also use it in other portions of your email text where appropriate. It makes the email feel more personable. Customers will feel much more valued in return and understand they’re talking to a real person behind the screen.

Compassion

You should always show that you care about your customers. If the customer emails with a complaint, you can show your concern by following up your greeting with something like, “I’m sorry to hear that” or “I completely understand how frustrating that would be” before moving into a resolution. Customers want to feel heard. That’s why adding this simple phrase is essential.

An answer

Customers want fast answers. That’s why it’s essential to respond to customers quickly with a thoughtful answer. Make sure you know how to address their concern or question with clarity. If you’re not able to answer the question, make sure to add clear information for the next steps in the email. This may include something about forwarding the complaint to a higher compartment and when they should expect the next email. This may look something like, “I’m sending your email to a higher department. They will be able to address the complaint. Please expect a reply within 24-hours from this department.”

A closing

Your closing shouldn’t be a simple goodbye. If you didn’t already say it in the greeting, you should tell them that you appreciate them reaching out to you. Thank them for connecting with you, and ask if there is anything else you can do for them. Don’t assume that this is the end of the conversation. Also, let the customer know if they need anything else that you’re there to help them. You can also add something like “I hope the rest of your day goes well” and say goodbye. If you have a survey that you’d like to prompt them to take afterward, ask this during your closing and explain how to access it.

These points will make sure your customer feels heard, show them compassion, and it can keep them coming back.

Taking a look at the buying experience from the customer’s point of view

Portrait beautiful young asian woman using laptop or smart mobilLet’s take a few minutes to explore the customer buying experience through the eyes of the customer. This shouldn’t be too much of a stretch since everyone is a customer to someone. However, it’s often something that can get forgotten while focusing on the business end of things. But, let’s say for a minute we forget the role of trying to acquire customers and instead focus on the experience of being a customer.

Say your buying experience as a customer starts off by seeing an ad for something you want or actively seeking out something you need. You either click on the advertisement or maybe you go to Google and search for a product or service that fits your needs. If you’re shopping online, you’ll probably be seeking out additional information, especially if this isn’t a company you’ve purchased from before. If the details aren’t all listed on the website, it could get frustrating, but maybe you find a FAQ page to answer your questions. You may have specific questions about the product or service or just want to know something such as the return policy. Another step during the buying journey may be to check reviews. If you’re able to easily find answers to your questions, the company has good reviews, and the product is in the price range you’re looking for, then you’ll probably click “buy now” and finish out the purchase. However, if you struggle to find answers or the reviews leave you feeling concerned, it may make you second guess your purchase. You may not even add the item to your cart or you might abandon it altogether.

Now, you might decide to take it an additional step and reach out to customer service, if they’re easy to get a hold of, for example, if they have 24/7 support and offer an easy method for outreach. Maybe there is even a chat window that pops up when you’re on their website. In this case, you would probably reach out to customer service and get your questions answered. If you like the answers and the company has good customer support, you’ll probably complete the purchase immediately afterward.

Another thing you might take note of is what the company responded to when reading reviews. Maybe you saw one or two troubling reviews, but then you saw the company’s response, and that made them feel trustworthy again.

When you think about the customers’ buying journey, it’s important to look at it from every angle. How easy is it for customers to learn about your product or service? Is it a simple process to get a hold of customer support? How up-to-date is your website? And, how well are you responding to reviews? Consider what it takes for you to purchase a product or service, especially from someone new, and then use that information to help build a better buying experience for your customers. It can help land more sales and acquire more customers.

If you’d like help providing excellent customer support for your current and potential consumers, please reach out to us. We can act as an organic extension of your business. Call us at 877.XACT-877.

An omnichannel approach keeps customers satisfied

????????????????????????????????????????????????????????????????????????????????????????????????Why do you need to take an omnichannel approach for customer service? The answer is pretty simple: different methods appeal to different audience members.

Let’s take for example generational stereotypes. Even though we know that not everyone will fit the bill, it’s something to keep in mind as you consider the needs for an omnichannel approach.

The older generations are typically more inclined to make phone calls. This is how they’ve learned to converse. They’ve relied on the ability to talk to someone directly over the phone and address their concerns in this manner. There may be several people within the older generations that are comfortable with newer technologies such as text messaging and emails, but many still prefer to make a phone call instead.

The younger generations, on the other hand, tend to prefer methods that allow them to send a message quickly. They might prefer to address a concern or question via chat, on social media or over a text message.

There’s also the demographic that works in an office-like setting. Those who work in an office and are used to relying on email may prefer to use this as their preferred method of contact. Unlike those who might work in another setting like a kitchen, factory or warehouse.

The point here is that there are varying reasons why someone may prefer one method over another. Disabilities can also come into play. Some people may prefer one method over another because it’s something that is easier for them to utilize.

When you offer multiple channels for your customers to reach out to you through, you can meet the needs of your audience as a whole, instead of just a select few. It allows customers to connect with you in the way they’re most comfortable. This helps build more customer appreciation and, in turn, more loyalty. Plus, in this day and age, if you aren’t taking this type of approach, then you could be lagging behind your competitors.

What do customers really want?

Image of asian man making winner gesture and holding credit cardLet’s talk about what customers want, because really, without meeting those demands, it’s easy for a business to scare away customers. However, when businesses know what their customers desire, they can make sure they’re meeting those needs straight on.

When it comes down to it, what customers want can be broken down into a few simple answers. They want quality products with a great price tag. They also desire to work with a company that cares about them and offers excellent service. In addition, they desire convenience. It looks so simple when you break it into three sentences. However, as we all know, it takes a little more time to create a business that can meet these needs.

Quality products at a great price tag

As a business you need to make money, so how can you do this? We won’t tell you how to create quality, because we believe you are already doing that. As far as pricing goes, make sure you’re staying competitive with market trends and that your products are priced as such. You can also offer discounts periodically to help draw in new customers and retain your current ones.

A caring company that offers great service

Customers want to feel like they matter to the company they work with. This requires extra effort. You have to show customers that you truly value them. You can do this by offering friendly, reliable, and consistent customer service. You can provide more than one avenue for them to get a hold of you. You can also use a loyalty program to show your loyal customers that you appreciate them and want to retain their business. You may even want to try a few extra things. For example, the popular pet food company, Chewy, goes above and beyond if they hear that a customer’s pet has passed away. They’ll often send a card and flowers to the customer.

Convenience

People are busy and technology has made a lot of things easier, so people have come to desire and expect convenience. Customers want an easy-to-navigate website. They want to be able to get answers to questions quickly and they want problems solved with speediness. A modern website with a FAQ page and a chat option can help make things go smoothly for customers. You can also provide more than one avenue for customers to get a hold of you so that it’s convenient for them.

When it comes down to it, customers only really desire a few things: quality, fair pricing, convenience, to be appreciated, and for a company to offer great service. These things are the keys to success as a B2C company.

If you’d like help with your customer support offerings, please visit our website to learn about our services. We offer convenience along with friendly, helpful service so that your customers feel valued and satisfied.