The Most Important Question Customer Service Isn’t Asking


Share on LinkedIn

Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.

It’s easy to get caught up in the mechanics of how customer service is done, but the question in every customer interaction should always be…

How can I help you be successful?

Asking this question shows true empathy. This question is the key question behind customer focus or customer centricity. Asking this question shows true concern for customers. It shows that you’re not just motivated for what’s in it for you, but truly want to see customers positively connect with your product and service.

Asking this question shows customers that you’re not there to get their money, but to give them what they truly need.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here