![]() ![]() You see the product through their eyes and explain things with their knowledge level (not yours). EmpathyĮmpathy enables you to become the customer. ![]() When retention and engagement play just as big of a role in customer metrics as new growth, you can focus on more personal customer care. You don’t need to sacrifice speed or growth to cater to the customer journey. Instead, we merge personalization with automation. The notion of impersonal, robotic support stems from treating customers like tickets. Personalization lifts customer service into the more holistic customer experience space. But this is where patience becomes an even greater element of excellent customer service.Įvery department must listen and understand each other’s varying perspectives in order to ultimately build a more successful business. It’s not uncommon for non-customer-facing team members to misunderstand their perspective. To them, it’s obvious that the button on the right sidebar opens up a full menu of options-To customers…it’s not.Ĭustomer support teams need to look at their product or service with fresh eyes every day, practicing patience with those who aren’t as familiar.Īnd remember, customer service reps act as the voice of the customer for internal decisions. Your team spends every work day looking at the same website or working on the same product. Customer service team members are tasked with explaining new ideas in a digestible format.Įven when the ideas are very old to them. No matter how many proactive automations or UX improvements you make, customers will inevitably be confused.Ĭustomer support will always be the place to go for a hand to hold and a lesson to learn. Patience remains a critical component of great customer support. This means trusting the opinions of customer service experts and giving them the tools they need to deliver great service. Rather, we explain issues and product updates with the same level of trust and intelligence we would expect from our teammates.Ĭongruently, if we’re going to “treat our customers like our colleagues” then we better treat our colleagues well. We don’t dumb things down or hide behind marketing jargon. The Groove mentality encourages treating customers like colleagues. RespectĬustomer relationships rely on respect. Here’s a closer look at the five components, what they look like in the workplace, and how you can implement them at your own company. ![]() The end result ensures customer satisfaction and team-wide harmony. And how we expect the rest of the team to treat our customer service reps.įor the past several years, these elements have proven their value to both our customers and to our business at large. They dictate how we expect our customer service representatives to treat clients. We came up with these five elements of customer service: When we decided to expand our customer support team, we set out to create a document specific to customer needs. We hire, train, and motivate team members according to these values. Our company’s core values guide our entire business. Wrap up: Using these elements in the workplace ![]()
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