Customer Service can make or break your business. If it’s poor, you WILL lose customers. Salesforce advocates that if the customer service you provide is void of one vital element— trust— then the dwindle in the number of customers you serve would be highly conspicuous, and you’d know how much you’re losing. It it’s exceptional, your business will flourish. Today I’m sharing tips on my third C of Customer Service…
What exactly do I mean by Cultivate???
In customer service, cultivate is understanding your client and delivering a mutually acceptable solution. That’s the key – DELIVER THE SOLUTION! After listening to your customer, being present, identifying with their problem and internalizing it, now it’s time to apply the solution.
You have a clear goal of what needs to be resolved so finish the job and make it happen.
At the end of the call or visit, do a short recap of what you have discussed, what approach you are suggesting, and any follow up on your part or your customer’s part. Be specific about how you will follow up, what you will do, and what your customer can expect.
Remember, not everyone is the same so not all solutions will make each customer happy. Sometimes, even if the same issue arises, you’ll have to go back to the drawing board for a new resolution. Just continue to use the same tools that you’ve already learned: listen without judging, identify your client’s problem, and offer a solution that is mutually acceptable. Practice these three tips and eventually it will become a natural part of your process. Just like a basketball player stands at the free throw line and throws the ball over and over again until it becomes habit, so will you practice listening, identifying and solving until it becomes habit.
It’s not easy. I believe good Customer Service takes constant work and energy, but the payoff can be huge. Keep practicing, keep smiling and keep listening.
And if you missed the first two Cs of Customer Service, Clarity and Character, just scroll back to my last two blog posts and you can get caught up.
Next week I’ll share some techniques on how to take care of yourself in the process.