Several discoveries show businesses that make customer service a top priority see massive increases in revenue. What’s the big secret to improving customer service for service providers, such as yourself, so that you too can retain more customers and grow in revenue? Alright, we’ll tell you!
Human connection is a vital component for providing excellent customer service. According to a survey by HubSpot, 91% of consumers are more likely to shop with a business that offers true customer care.
In today’s fast-paced, technology-driven world, it can be easy to forget the importance of the personal touch. However, research has shown that customers are more likely to be satisfied and loyal when they feel a connection with the service provider. With the world of technology at our fingertips, how can we make sure to achieve the level of personalization and human connection that so many customers appreciate? We’re going to outline a few key ways to use real, human communication while also leveraging the technology we have today.
Active Listening & Empathy
Service providers should be fully present and engaged in the conversation, paying close attention to the customer’s needs and concerns. This allows the service provider to understand the customer’s perspective and respond in a way that addresses their specific needs. Active listening is a skill that can be developed and improved with practice. Here are a few tips on how to achieve active listening:
- Give your full attention: Eliminate distractions and focus solely on the customer.
- Listen with empathy: Try to put yourself in the customer’s shoes and understand their perspective. Show that you are interested in what they have to say by interacting and responding with relevant questions, or if in person, by nodding and making eye contact.
- Avoid interrupting: Let the customer finish speaking before responding. Interrupting can come across as rude and can prevent the person from fully expressing themselves.
- Ask questions: Asking questions shows that you are engaged and interested in what the person has to say. It also helps you to better understand their perspective.
- Reflect back: Repeat or paraphrase what the customer has said to ensure that you have understood them correctly. This also demonstrates that you were paying attention.
- Keep an open mind: Avoid making assumptions or jumping to conclusions. Listen with an open mind and be willing to hear different perspectives.
Genuine Care & Concern
Another essential aspect of human connection is showing genuine care and concern for the customer. Service providers should be able to provide personalized, tailored service that is designed for the specific needs of the customer. This can be achieved by taking the time to understand the customer’s unique needs and preferences, and providing a service that addresses their particular requirements.
Leverage Technology to Achieve High-Level Personalization
In order to achieve a high level of customer care and concern, it’s crucial to have the right Customer Relationship Management (CRM) database that acts as a home for each customer’s service history, experience, payments, notes, and more. When you have this and use it effectively, you can always go into the customers’ accounts and gain a deeper understanding of who they are, their past issues, and their current situation.
The last point, but certainly not the least, is that all service providers should consider getting a third-party answering service to be present for their customers and leads around the clock when they can’t.
It’s also important for service providers to make the customer feel seen and heard. By giving them attention and showing that you truly care about their needs, you can build a stronger human connection.
Conclusion
In conclusion, human connection is essential for providing excellent customer service. Service providers should focus on active listening, empathy, genuine care, and making the customer feel seen and heard to establish a strong human connection. By doing so, they can build trust, loyalty, and satisfaction among their customers.
