DOs and DON'Ts for Creating a Positive Customer Experience

DOs and DON'Ts for Creating a Positive Customer Experience

Whether you work in a MNC like Microsoft, Google, Indian Blue chip companies like Reliance, Infosys, eCommerce companies like Flipkart, Snapdeal or any other organization,
customer satisfaction plays a major role in the success of that business. Almost all companies are moving from pushing products to providing Services. Providing Good customer experience
 is very important to retain and grow a customer. One of the most important things that an employee can do is make certain that customers have a pleasant and enjoyable experience.

Interactions with employees is a critical part of the overall customer experience. Greater satisfaction occurs when their expectations have not only been met but exceeded. It is their
perception of how they are being treated that matters most. The DOs and DON'Ts below will help guide your contact with customers in a way that positively influences these perceptions.

Customer Service Dos

• Acknowledge and greet customers.

• Always give customers your full attention.

• Treat all customers with courtesy and respect, even those who are rude or confrontational.

• Make customers feel important, and let them know that you appreciate their business.

• Use a friendly but professional tone and avoid slang words.

• Be welcoming and pleasant at all times. Let customers know that you’re available to help.

• Be proactive by offering help or suggestions to customers who look frustrated or confused.

• Listen carefully to what the customer says or asks, restating your understanding if you’re unsure. Respond in a way that directly addresses the issue and will be clearly understood.

• Do your best to answer questions with confidence. If you don’t know the answer, take steps to find out. You can inform customer you will get back. Check with your seniors and do get back in time.

• When asked for product suggestions, focus on meeting the customer’s needs. Avoid pushing a certain product because it is the most expensive, or because it is YOUR personal favorite.

• Go the extra mile. Offer to check the his local machine over remote or mail servers logs and headers if you feel you can solve his issue.

• The customer in front of you/on support line is your top priority. Politely put telephone callers on hold if you need to check some information on your desktop which you feel will take more than 60 sec.

• Manage the customer who tries to control too much of your time. Try to end the conversation without being rude.

• Look and feel your best. Dress appropriately, be well groomed, and carry yourself well.

• Smile and maintain a positive attitude.

Additional “DOs” When Working a Support Coordinator

• Greet waiting customers, and thank them for their patience. Request help if you see that long lines are forming.

• Make sure tickets are resolved the same day as per TAT and we do not carry forward to next day.

• Connect with the customer by asking questions or making friendly comments such as:

  
  

  • Was the issue resolved up to your satisfaction?

  • Is there anything else we can do for you?

  • Thanks for your business.

  • Have a great day.

• Mention related products/services that the customer may also wish to consider.

• Always give customers the opportunity to share their thoughts about their experiences by asking if everything was to their satisfaction. (If the experience was negative, don’t be defensive!
  Apologize, thank the customer for his or her comments, and explain that you’ll be looking into the situation. Then take steps to address the issue, involving your supervisor if appropriate.)

Customer Service Don't

• Never act as if the customer is a bother, or that helping him or her is an inconvenience.

• Never avoid or ignore customers, or tell them that you’re too busy to help them. Always make eye contact/answer phone and let them know that you’re available to help – even if it means
   turning attention away from another task for a few minutes.

• Don’t pester customers or invade their space. Stay visible, but from a comfortable distance.

• Avoid becoming too pushy.

• Criticizing co-workers, customers, your employer, or its products or services is not appropriate in the workplace.

• Avoid personal phone calls, texting, or socializing with other employees while customers are present.

• Avoid sharing too much personal information with customers. Be friendly, but keep conversations on a polite and professional level.

• Don’t assume that only jobs involving direct customer contact affect the customer experience. Even if you don’t regularly interact with customers, be aware that how you perform your job
   can have an impact upon how they view your employer. Take your role in ensuring customer satisfaction seriously.

Positive Customer Service Language

Below are examples of phrases that shouldn’t be used with customers, and suggestions for more suitable alternatives.

As an employee, you play a major role in providing your customers with the best experience possible. Regardless of your specific job, it is within your power to help keep customers satisfied,
loyal, and returning to your place of business again and again. Doing so will also improve your own career fulfilment and success. All it takes is a positive attitude!