Would you like more sales and positive reviews?
Well, one way to get both is through customer support. But it has to be great. In many cases, when a customer contacts you, they aren’t happy.
The art of customer service is turning it around, to reduce any negative fallout and, sometimes, even turn their attitude positive.
Believe it or not, it’s not as hard as it sounds. In today’s article, we’ll be talking about three tips from psychology to put your customer service far above your competitors!
The Strategy of Preeminence
Have you ever been to Chick-fil-a? If you have, you have a good idea why they are currently the fastest growing fast-food chain in the USA.
Every time you place your order, they are almost excessively polite. They always say please. They say thank you. And if you say thank you, they say “my pleasure”.
One of the most famous marketers of all time, Jay Abraham, calls this the strategy of preeminence. It means making your customer feel like a king or queen.
Think about it – we all love to be valued. Yet in most of our lives, validation can be rare. Interacting with someone in customer service, who REALLY treats you like you are special… is a remarkable experience. It sticks with you for a long time. This is the core of any good customer service strategy. Make sure the customer KNOWS that you are bringing out the red carpet for them.
Like Chick-fil-a, it can be as simple as going above and beyond to be as polite as possible. Make sure to smile while you talk on the phone—it gives your voice a warm tone that can completely change the tone of the conversation.
Be the Detached Observer
Customer support can be brutal. After all, many of the people calling in have problems. In many cases, they won’t be very patient or understanding. Although the problem won’t be your—or your reps’—fault in most cases, many customers will still blame you.
If the customer is rude, it can affect your feelings. You need to assure yourself in these moments that the customer doesn’t know you. They aren’t being rude to you. They are expressing their own frustration. If you really grasp this mindset, anything a customer says will just bounce off. It’s not about YOU. it’s about their problem. Which brings us to our next tip.
Practice Active Listening
When was the last time you felt truly listened to? It’s rare. Usually, conversations are pretty one-sided. Each party talks about what they want to talk about. Although the conversation stays on topic, it’s mostly just sharing information.
But there’s another way to have a conversation. That is really focusing on the conversation, and, most importantly, listen to the WAY your customer is talking.
In communication, words contain just 10% of what we’re trying to say to each other. The rest is in body language and tone. It’s quite possible your customer has had a bad day. And the problem with your product or service is the straw that breaks the camel’s back.
They may start out on the phone aggressively. However, as you listen to them, really try and figure out WHAT they are expressing. The more they say, the more you can piece together what’s really on their mind.
If you are using a live chat program, you’re limited even more. However, you can still piece together the customer’s mood based on their messages.
We’re not our customers’ therapists. Yet you might be surprised how much stress you can dissolve from their life just by listening to them. Any human interaction has the potential for special, even healing, moments. Make this your goal and you will easily and naturally provide exceptional customer service.
Be Clear and Blunt
It’s important we make the customer feel valued and like a VIP. However, that doesn’t mean we can always solve their problems. Sometimes, you have to give an answer they won’t like. The best way to do this is to be blunt and say it without holding back.
Deep down, the customer knows that a service rep is not the CEO. They can’t make major decisions. Use this to your advantage. You can be apologetic, but tell them there’s nothing you can do.
If you follow the tips in this article, your customers will have a special experience with your company. Sure, you can’t satisfy everyone. You will still get occasional negative feedback. However, you’re sure to get a lot more positive feedback as well. And some customers will be so impressed, they’ll recommend your company to their friends and family.