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.
Surely you will agree with me that every customer 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 from the American consultancy Walker, by that year customer experience will overtake 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 will expect is proactivity about 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.
As the well-known saying goes, “The early bird gets the worm”; and in a country like Peru, where quality of 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 try to give a diagnosis before hearing what your interlocutor has to say. Listen and then respond.
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No problem, we can do it.
The challenges you face will be constant, and even if the solution doesn’t come to mind quickly, 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 customers. 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 nearly 41 billion dollars every year because of poor customer service. Avoid financial losses; offer your customers permanent support. Provide an office phone number and a contact who, in case of a contingency, can resolve doubts or inquiries.
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I don’t know, but I can find out.
A hasty, groundless answer can ruin your reputation in a matter of seconds. If you don’t have the answer to the question your customer asks, don’t despair. On the contrary, stay calm and tell them you don’t know the answer for now, 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 base deadline, so that if any setback or contingency occurs you can solve it and meet the established deadlines. If that is not possible, call your customer, explain the reason you can’t deliver, 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 interlocutor asked for. 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 incorporate these two words to create an atmosphere of harmony that makes communication flow more smoothly and lets you persuade effectively.
The IBM 2024 Digital Shopping Experience Report, revealed that more than two thirds of 2,000 consumers who encountered a problem with 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 in which a badly said or misunderstood word can mean that, with a single click, the competition wins a new consumer.
Considering this guide in your best practices manual, sharing it with your employees, but above all using it every day will change the view people have of your business. It is not enough to put up a little sign in your office reminding you that the customer is important; it is much more effective to demonstrate it and adopt it as part of your work culture, if what you are looking for is to keep growing.
