Customers want their problems fixed.
Customer service representatives want to fix the problems of the customer.
How often do you receive customer service from a company and they say, “What can I do for you today?”
They get right down to business!
They’ll get you out and on your way with the working product you need.
While there isn’t any harm in this, where’s the personal connection?
From my experience, if I’m helping a customer with a challenging task or just I’m assisting them with a basic update, one thing I always make sure to fit in is, “How are you today?”
But, you have to actually want to know the answer to it.
Don’t just ask then begin talking about the next thing on your to-do list.
A customer may reply with a gazillion different answers, such as:
- I’ll be good when you fix my problem!
- I’m having a horrible day.
- My day would be better if I had the winning lotto numbers.
- I’m so frustrated because my problem.
- I’m doing wonderful, besides this.
- @#^$&*@*#*%#*(@(%*#&$*@&!!!
After your customer answers, replay their reply in your mind.
- What did they say to you?
- Can you gage their attitude and where they are mentally? Emotionally? How can this help you direct the customer experience to a positive path?
- How can you put yourself in their shoes to understand where they are coming from and reply accordingly?
The simple question of, “How are you?” opens the door to so much insight. It gives you the power to take control of the customer experience so that, later in the day, after they speak with you, when asked that question by someone else, they can say they had a much better day.
Just fix the problem. This is not Tinder – I am not looking for a connection. And, as infuriating as this is on the phone, it’s worse on a chat, where every exchange takes 5 minutes of wait time. My time is valuable, and I only called because I have a problem that I can’t find the answer to on the web site or otherwise.