How well are your customers being treated?
Could you improve your customer experience?
If you’ve ever been through a drive-through or called your bank, you’ve likely had the experience of recognizing how the simple things, like smile, can make a huge difference in your experience.
Recently, I had to call an online digital media company to follow up on a problem with my order.
I could have used their chat function, but had found in recent interactions that too much was being lost in translation during the chat.
I decided it would be easiest to just call.
Poor Customer Experience
The first call didn’t go so well.
Sure, the person on the other end did the typical song and dance, greeting me and asking “how they could help me today”.
In all honesty, speaking with them was like talking to the wall.
There was no inflection in their voice, no warmth, nothing.
So when I tried to explain the problem and they asked me to go through the description a second time, my patience began to fade.
It was on the third request (!!) to clarify my issue that I decided a call wasn’t such a good idea.
I promptly thanked the individual for their time and hung up.
People Make the Difference in a Positive Customer Experience
I called a second time because, as you know there are typically dozens of people at these call centers.
So, an immediate call back will almost surely connect you with someone different. And boy, were they different.
- They greeted me warmly, with passion and enthusiasm in their voice.
- Next they asked, “How is your day going?”
- Then they assured me after the first explanation that they would get to the bottom of this quickly.
- Lastly following a brief hold, someone actually returned with a solution.
That last one is key.
They were so friendly, that I didn’t mind waiting “on a brief hold” to allow them a minute to discuss with their manager to find the right solution.
Two very different experiences, same company.
The personality of the person on the other end of the phone made all of the difference.
What a difference!
As the old saying goes, it’s not what you say, but how you say it!
When you or someone on your team answers the phone, are they projecting enthusiasm?
Do they sound like they give a darn about the customer? Can a smile be heard through the phone – or through the drive-through?
If you want to differentiate yourself in today’s marketplace, I’m going to suggest that these factors are even more important than providing a script to ensure every customer has a positive experience.
The reality is, not everyone is cut out to be on the front lines.
Dealing with customers, like in a drive-through, takes practice. It’s not easy.
No one said to improve your customer experience would be easy.
You should also try asking your customers about their experience when they have to call in. You’ll quickly recognize how important passion and enthusiasm are.
© Shawn Casemore 2019. All Rights Reserved.