{"id":113471,"date":"2014-08-29T08:19:26","date_gmt":"2014-08-29T15:19:26","guid":{"rendered":"http:\/\/josephmichelli.com\/blog\/?p=1500"},"modified":"2014-08-29T08:20:25","modified_gmt":"2014-08-29T15:20:25","slug":"how-sorry-are-you-keys-to-driving-satisfaction-while-resolving-customer-issues","status":"publish","type":"post","link":"https:\/\/customerthink.com\/how-sorry-are-you-keys-to-driving-satisfaction-while-resolving-customer-issues\/","title":{"rendered":"How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues"},"content":{"rendered":"<p>In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information.\u00a0 Unlike others who report customer experience results, Zendesk\u2019s data is not the byproduct of surveys but instead emerges from customer interactions with over 25,000 businesses in 140 countries.\u00a0 Here are some high level findings from Zendesk\u2019s recently released <a href=\"https:\/\/www.zendesk.com\/resources\/customer-service-benchmark\">Q2 report<\/a>:<\/p>\n<p>When a customer contacts a business with a complaint, customer satisfaction decreases with the frequent use of the word \u201csorry.\u201d\u00a0 While sorry has it\u2019s place in resolving a customer\u2019s issue, frequent use of the word can signal that solutions are <span class=\"c3\">not<\/span> being generated by the company\u2019s representative.<\/p>\n<p>Closing off your communication with a customer is obviously an important transition point; particularly, after a service issue has been addressed.\u00a0\u00a0 According to the Zendesk report, \u201cWhen looking at the sign-off in the last public comment made by an agent to customer, it appears that specific word choices can impact customer satisfaction\u2026The use of a valediction\u2014specifically \u2018Yours sincerely, \u2018Best regards,\u2019 and \u2018Cheers\u2019\u2014are all better options than other choices, or none at all. Customers want personalization, and a personalized sign-off can be a great reminder to the customer that they are speaking with a human. However, and perhaps oddly, customers appear to have an aversion to the phrase \u2018Best wishes.\u2019 It\u2019s difficult to draw any conclusive lessons from this. But it is clear that small details like this can have a serious impact. Tracking these details and learning from them\u2014in this case, avoiding \u201cBest wishes\u201d\u2014is more important than you might realize.\u201d<\/p>\n<p>How often are you or your company\u2019s representative saying, \u201cI\u2019m sorry\u201d to a customer?\u00a0 Customers want you to acknowledge the problem and fix it and <span class=\"c3\">not<\/span> repeatedly apologize for the problems existence.<\/p>\n<p>In the spirit of the Zendesk study, I take my leave this week by simply saying \u201cwith gratitude and enthusiasm.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information.\u00a0 Unlike others who report customer experience results, Zendesk\u2019s data is not the byproduct of surveys but instead emerges from customer interactions with over 25,000 businesses in 140 countries.\u00a0 Here are some high level findings [&hellip;]<\/p>\n","protected":false},"author":6800,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/113471"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6800"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=113471"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/113471\/revisions"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=113471"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=113471"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=113471"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}