Throughout my professional experience as a communication and public relations consultant serving clients of various nationalities and from different parts of the world, I was able to analyze the common denominator that unites them: results.
You will surely agree with me that every client is different in their needs but their demand for accurate solutions in a short time is a constant. However, what would happen if I told you that in less than five years that behavior will change?
According to the 2020 Customer Report by the American consultancy Walker, by that year customer experience will surpass price and product as the key brand differentiator. The trend toward 2020 points to customers expecting companies to know their individual needs and personalize that experience. By then, resolving conflicts or demands immediately will not be enough; what the customer expects is proactivity regarding their current and future needs.
Dealing with this reality, which is getting closer all the time, will become a real challenge, when today companies are in a constant struggle to meet day-to-day demands and requirements.
The well-known saying goes, “He who strikes first, strikes twice”; and in a country like Peru, where quality in customer service is not exactly one of its best hallmarks, it is necessary to keep in mind some phrases that will help you and your team make your company stand out from your competition. Remember that proactivity is no longer optional, it is absolutely necessary if you want to succeed.
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I would like to help you.
The customer who turns to your company wants to be heard. They know their shortcomings better than anyone, and for that they need an expert like you to provide solutions. Don’t pretend to give a diagnosis before hearing what the other person has to say. Listen, and then act.
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There’s no problem, we can do it.
The challenges you face will be constant, and even if the solution does not come to mind right away, if you have a request within your professional field that requires investing a bigger dose of creativity than you usually apply, there you have a great opportunity to keep adding clients. Saying “we can do it” will build trust in the person because they will perceive that your team will make their life easier.
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We are always available to support you.
According to a report by NewVoiceMedia, a cloud solutions company, brands in the United States lose about 41 billion dollars every year due to poor customer service. Avoid financial losses, offer permanent support to your customers. Provide an office phone number and a contact who can resolve doubts or inquiries in the event of a contingency.
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I don’t know, but I can find out.
A hasty, unfounded answer can ruin your reputation in a matter of seconds. If you don’t have the answer to the question your client asks, don’t despair. On the contrary, stay calm and tell them you don’t know the answer at the moment, but that you will contact them soon with more information. Honesty is worth gold in business.
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Set delivery dates.
Planning around concrete delivery dates and meeting them will speak very well of your company. In your activity schedule, set one or two days over your baseline deadline, so that if any setback or contingency occurs you can solve it and meet the established deadlines. If not, call your client, explain why you cannot meet the deadline, and let them know it will take a few more days.
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It will be just as you requested.
“Similar to” or “better than” is not the same as what your counterpart requested. Remember to deliver what was requested and don’t offer more if you are not sure you can deliver 100%.
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Please and thank you.
It is incredible how these two words can open or close doors for you. In your personal life and your professional dealings, don’t forget to include these two words to create an atmosphere of harmony that makes communication smoother and allows you to persuade effectively.
The IBM 2014 Digital Shopping Experience Report revealed that more than two-thirds of 2,000 consumers who encountered a problem in customer service or in a shopping experience on a brand’s website left the site or visited a competitor. Customer service is a situation of constant risk where a poorly said or misunderstood word can cause, with a single click, the competition to win a new consumer.
Considering this guide in your best-practices manual, sharing it with your team, but above all using it every day will change the view people have of your business. It is not enough to put a little sign in your office reminding that the customer is important; it is far more effective to demonstrate it and adopt it as part of your work culture, if what you are looking for is to keep growing.
