A Quest: Offering Higher Quality Customer Support

The only purpose of “customer service” is to change feelings. Not the facts, but the way your customer feels.” – Seth Godin.

I recently read this article “Don’t Be A Robot – Create Conversations.” by Chris Gallo. He said something that really stood out to me,

“Customer support is not black and white. It’s full of colors. Fuzzy. Emotional. It’s About Feelings.”- Chris Gallo

He highlighted the importance of not treating customers like ticket numbers. Instead to try and create conversations. Customer happiness isn’t about how fast we answer tickets or emails; it’s about that personal human touch.

For instance, Zappos is known for their outstanding customer service. There are dozens of stories about their outstanding customer service, including delivering flowers to a customer whose mom passed away  or chatting with a customer on the phone for a whopping 10 hours and 29 mins.

“Zappos is a customer service company that just happens to sell shoes.”

-Tony Hsieh

What’s their secret ingredient? Zappos isn’t focused on hurrying their customers to beat call time requirements, their focus is on extending a human touch to their customers. They want to be known and remembered as the best customer service and customer experience company.

I recently purchased “The Customer Support Handbook: How To Create The Ultimate Customer Experience For Your Brand.” off Kindle.  It’s a fantastic book full of some wonderful advice that really focuses on improving the quality of customer service in our day and age. The author, Sarah Hatter said something that really struck a chord with me.

“When your support team is an afterthought, or a second-class citizen, so are your customers. Customers deserve better. They deserve your time and attention and empathy.” – Sarah Hatter

So I’ve been trying an experiment lately. Since the position, I’m currently at has me at the front lines of customer service, I’m trying to improve the quality of my customer service by making small adjustments. Here’s what I’m working on implementing

  • Calling customers by name! (I usually do this, but I’m making a special effort to get the spelling of customers names right. People love to hear their names! I think, it’s so robotic to refer to someone by a ticket number.)
  • Changing my vocabulary by cutting out words like… but, actually, and feedback.
  • Getting to know customers on a personal level, by being friendly and personable. (I’m making it a goal to ask more friendly questions while talking to customers, and GIF’s!)

I’ve already seen an improvement in customer satisfaction, which I’m really excited about! I really believe that by improving the quality of my customer service, I can really make an impact and increase the happiness of customers. Customer support and the customer experience is the last thing we usually think about. However, it’s a really important facet of any company who wants to make a difference.

Generally, the heart/soul of customer support remains the same. However, the customer support scene is changing, it’s a moving target. Trends. Workflows. Automation are on the rise. Which means, that what once worked for you, might not ALWAYS work for you.

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I like big books & I cannot lie.

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