As an HR professional for more than 25 years, I’ve observed that good communication skills are crucial for customer service representatives. However, it takes more than that to provide a positive customer experience that produces loyal customers who return to buy your products and services. Experience engineering allows you to maintain control, anticipate needs and represent customer’s needs to other co-workers to reduce the customer’s effort in dealing with problem solving at your company.
Improving your customers’ experience can help your company find new people to buy your products, keep the clients you have and differentiate yourself in the marketplace. A robust customer service strategy has become essential as savvy customers increasingly demand prompt issue resolution. You want people to buy from you again, buy more and tell their friends. If dealing with your company requires a great deal of effort, real or imagined, your company suffers. Controlling what customers experience during the process can help you mitigate dissatisfaction.
To establish your own customer experience strategy and train your workforce, you need to improve your customer service representatives’ ability to interpret a customer’s mood in addition to their problem. By finding out what is really bothering a customer, you can be in a better position to solve her current problem as well as offering suggestions about future actions she can take to reduce her long-term costs, solve more business problems or prevent issues from recurring. Get as much information as possible. You need to know details about the customer without being intrusive. Keeping good customer logs becomes key to delivering a positive experience for customers.
For example, if a customer calls or visits to fix a problem or conduct a transaction, take the time to offer additional services or alternative programs that might entice them to do more business with your company. Positioning yourself as an advocate for the customer and a trusted advisor makes you more credible.Rather than just being friendly and helpful, you need to preemptively offer ideas that match the customer’s situation. By focusing on long-term outcomes, you can build strong relationships. When customers call to complain about products, services or support, make an extra effort to take note of their problems and implement programs to reduce time-wasting activities that don’t contribute any value to the customer.