Word of the Week: Attention
The word of the week is attention. As in, pay attention to what your customer is saying and doing. That’s part of the difference between good and bad customer service.
Quote of the Week: Customer Loss
There’s an often-repeated quote that says, “68% of customer loss is due to perceived indifference.” That’s bad customer service. If they think you don’t care, they’ll go somewhere else.
For Your Consideration: Good vs. Bad Customer Service
Janet and I recently purchased a new home. (It’s actually a fairly old home, built in 1957.) It’s a mid-century modern style with many windows, thus we need to install window coverings for privacy, insulation, and to block the sun at certain times of the day. I went to a popular blinds website and started a chat session. You can see a screen capture of the session in the graphic at the top of this post.
Maybe Kyle was actually saying, “Okay, I understand what you’re looking for. What do you need from me?”, but that didn’t come across in his message. Maybe Kyle is actually a chatbot, but in that case, the company needs to identify him as a bot. Regardless, it felt to me like Kyle wasn’t paying attention to me as his customer. He wasn’t listening. His response gave no indication that he read my initial message. Then, it took him 15 minutes to respond to my last message.
Chat is an incredibly useful tool for serving your customers and potential customers, as long as you use it correctly. As with all other methods of delivering support, it requires your attention. Respond quickly. Make sure to read their messages thoroughly to ensure your responses show respect. Ensure your responses answer their questions and respond to their comments accurately and completely. If you’re using chatbots, make certain to identify them as bots. Be courteous and friendly, but avoid small talk that wastes the customer’s time.
Good customer service is pretty simple. It starts with empathy. Put yourself in their position. What would you want if you were the customer? Pay attention to your customer. Give them your full attention.
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