Trust, respect, balance, empathy, engagement, and logic, don't forget creativity and sense of humor.
Every forward-thinking organization is thriving to become a customer-centric organization.
Every forward-thinking organization is thriving to become a customer-centric organization.
Customer satisfaction is to balance customer needs and company needs so that both the business and customers come out the winner. From a customer service perspective, what’re the golden rules you need to follow for building rapport with customers quickly?
Trust: Trust is the most crucial factor initially required to develop and maintain effective rapport with customers. Take a personal interest in the customers' request, good attitude and good demeanor will continue to start a rapport with customers. After that, it is intelligence and know-how on your role feel they are worthy and deserving of your services and you are able to deliver the required outcome. Gain their trust!
Following the “Golden Rules”: Treat them like you would want to be treated from the start through the promises and closing. The golden rule applied is sure to make a difference between you and your customer. Whether it's face-to-face contact or on the phone (because people can hear a smile in your voice) that can be the thing that breaks down the barrier in the customer's mind and allow for creating rapport. It says, "I'm here for you; I'm ready to support or help you." And often that's what customers want to know.
Balance: A good balance between what should and should not be said is crucial. There is a shift of importance now, as customers are becoming more and more conscious of the "techniques": How you say it is still somehow important, but what we say is crucial. One important thing to keep a customer happy is being attentive. Listening to their needs and even if you cannot do everything they want you to do. Show them you are trying to meet their need. Establish common ground to show the person you are listening. Show a willingness to resolve the problem or conflict, make the conflict resolution seem as easy as possible. Be genuine and show your personality, respond as an understanding friend rather than by citing policies.
Empathy: Customers want to know that you are there to take care of them. Empathy through listening and assuring the customer you understand their issue, and then let them know you will be able to assist. If that is not possible, you will escalate the situation to the correct person that will. Make them feel as if you are concerned about the situation and that you are going to do everything in your power to take of it. Listen to your customers’ story and use this when providing your product or service. Personalizing every interaction allows you to build rapport and a friendship.
Sincerity and Engagement. Use a positive affirmation. Help the person know they have come through to the right place or help them get to the right place without making them feel like they've done something wrong. A simple, "Yes, I can help you with that" can go a long way to setting the relationship off in the right direction. The last thing a customer needs is someone who just goes through motions and doesn't engage. If you are not sincere in your approach or your conversation, the customer will know; always listen to your customer and be honest with them. People appreciate it when you listen and treat them with respect and concern, also giving them the optimal platform choice to communicate with your brand, meaning don't just give them email, give them phone, text, live chat. they want to communicate on their terms, it's important to build tremendous trust and user-focused engagement.
1). Respect
2). Relevance
3). Intelligence
4). Sense of humor
5). Friendly voice tone.
Logic: Get the customer to say "yes." Saying yes and saying no (especially over and over in a short time) creates a chemical change in the brain. Positive for yes--negative for no. Repeat their problem, did I get that right? This is what I'm going to do next, do you see where I'm going? All the way down to, "Have I covered all your needs today?" NOT: "Is there anything else I can help you with?" You would be astounded at the difference at the end of a call!
Step 1 is to listen to the customer's reason for calling.
Step 2 is to acknowledge that reason, either by repeating their position back to them or by asking questions to clarify their position.
Step 3 is involving the customer in the solution every step of their way.
Step 4 implement the solution.
Step 5 obtain feedback and determine further actions if required.
Creativity and sense of humor: Do something unexpected - break the routine by inserting a little humor and say something that no one expected to hear. Be creative to break down some of the barriers between people and removes some of the tension. Humor is one of the most underused tools in the service world. Using a sincere compliment can leave a profound impact on a customer when you say something that connects in a personal way. One more way that you can do this is by "matching and mirroring." Telling a short personal story is also a great rapport builder. And now, last but not least, time - say and do things at the right time.
True customer service is a function that allows good communication between the business and the end users. An opened communication that serves both parties resulting in a successful arrangement, when all goals are met the results are fantastic.
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