CUSTOMER SUCCESS; THE DO'S AND DON'TS
One thing we have consistently established over time is that customer success goes beyond having a nice smile and a good attitude towards customers.
Ain’t nothing wrong with a nice smile, but an unsatisfied customer does not care if your smile lights up all the street lights in Lagos metropolis if he/she cannot get a solution to their complaint(s).
There is nothing more exasperating than a customer support team that does anything but “support”. The last experience I had with such a team almost made me forget all my good manners.
Being a customer success representative, I have often wondered how these brands expect to grow with such poor customer service.
As a brand, it is essential to know/prioritize the customer’s experience in order to grow a successful and outstanding brand. Hence the customer success team is an important engine room to drive brand success.
However, there are dos and don’ts that every customer success team should live by and here are some of them:
Let’s start with the Don’ts;
Do not be unprofessional: While this sounds like a simple rule, it is very easy to overlook it. Everyone is a professional until you are faced with circumstances that test your professionalism. Do not lose your cool. Be calming down 😎
Do not be afraid of complaints: This is not a one-time thing. It’s going to be a daily work in progress. Trust me when I say some customers can bring complaints you didn’t even know could exist! Having a complaint resolution plan will help to ease your stress as you resolve the customer’s complaint.
Do not make promises you can’t keep.
Do not treat customers as transactions. They are more than just numbers on a report sheet and deserve to be treated with respect.
Do not focus on who is to blame. The goal is customer satisfaction and not to find faults.
The Do’s;
Practice clear communication. Ensure that what you intend to say and what you are saying are the same.
Be attentive to customers' needs and complaints.
Be empathetic
Take customer feedback seriously as this would help you serve your customers better, thereby increasing customer satisfaction and retention.
Be accountable, take responsibility for your errors, and be honest.
Think of ways to make things more convenient for your customers
Always follow up on customers’ complaints (the complaints won’t resolve themselves).
Last but definitely not least, know your product!!!
Customer experience determines customer retention of any brand. It is therefore important that as a customer success representative, you prioritize giving each customer an amazing customer experience.
Because if you don’t, who will?...
Cheers,
Seun