1. Your team puts themselves in the mindset of your customer
When your team is speaking with your customer it’s essential that your team knows how to put themselves in the customer’s frame of mind. If your team can understand your customer’s current emotional state then they will be more likely to make your customer happy. Understanding your customer’s emotions allows your customer service to respond to your customer in a way that does not cause more confusion. While your customer’s current emotions are important, it helps if your team also knows about the customer’s past experiences with your business and their general personality or patience level.
2. Your team understands it is important to be patient
Your customers are likely going to ask reach out for help when confused or frustrated. If your customers are with your business long enough it’s likely every one of them will come to you for customer service at least once. Whether it’s explaining your new pricing, a change to the schedule, or handling the behavior of another customer, the first step for your team is to be patient.
It is important to be patient because great service wins out over fast service. When your team is patient they will take the time to understand your customer’s problem. Your team will also take the time to understand what your customer is looking for from you and your company. Without this information it will be hard if not impossible to make your customer happy.
3. Your team is attentive to the needs of your customer
When a customer comes to your team with a complaint or a question, it’s critical that you listen. If you jump to an answer without listening it’s unlikely you will solve your customer’s problem. Believe it or not, it’s common for your customer to not make their problem crystal clear. This means that your team needs to understand how to understand the real ‘why’ behind the complaint or question.
If your team doesn’t get to the real ‘why’ behind a problem, then they won’t be able to resolve the issue for your customer. This matters because unresolved or partly resolved issues are the top reasons a customer will be unhappy with your business. You don’t want this to happen because unhappy customers won’t refer you new customers.
4. Your team knows how to modulate their emotions
Every business has to deal with angry or upset customers at some point. If your team isn’t able to maintain a cool head and project a sense of calm when dealing with a customer complaint then a bad situation will only get worse. It’s even likely that you will have a customer who is using you to vent because they had a terrible day or because being unhappy is their default attitude.
Dealing with customers in such a frame of mind can be frustrating for your team. Remember, meeting such unhappiness with a bad attitude will only make the situation worse. Your team needs to stay calm and project happiness to your customer at all times even if they know they can’t make your customer happy.
5. Your team knows when to end a conversation
Depending on the size of your business and your customers, you may get a ton or a few customer service incidents each day. Either way, your team needs to understand when they have solved your customer’s concern or confusion. The only way to know is for your team to feel comfortable asking the customer. When your customer tells you “Yep, I’m all set!” then you’ll know you solved their issue.
While it’s important to ask your customer if they need more help, it’s as important for your customer to feel they are closing the conversation. The worst thing for your company is for a customer to spend their time with your staff and then feel they weren’t helped.
Want to learn more about making your customers happy? If you’re hiring, check out our customer service interview questions. You can also sign up for our monthly update with insights about operating a fitness business and a glimpse at our latest interview session.