Did you know that 75% of people don’t accept ads as truth?
And that 90% do believe it when a friend recommends something?
Superior Customer Care is the best ad there is, and leads directly to recommendations from friends.
I learned that and more from Levan Apriashvilli of Siteground, when he spoke about “The Road to Success is paved with Superior Customer Care“.
This last week I volunteered at Wordcamp Orange County.
It’s one of the things I do to give back to the community that has created WordPress, the CRM that powers 25% of the internet. That’s more than any other CRM, and on which we, at Pro Website Creators, base our websites.
Among my other duties, I got to do the “room monitoring” for several of the sessions. I made sure the speaker was wired up, they stayed in the video frame area, they repeated questions when asked, had water, and signaled when time was winding down. Oh, I also got to introduce them!
Superior Customer Care
I wasn’t able to attend many, but one session in particular that I did the room monitoring for, but also caught my attention, was the session held by Levan. Levan heads up the customer service area of Siteground.com. He was so humble and nice and spoke so well (he speaks five languages and is working on a sixth).
And he gave awesome tips, which we will go over.
But I believe his talk was couched in one overall theme: EMPATHY.
Empathy is defined as “the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another.”
In short, empathy is being able to put yourself in another person’s shoes.
And that is what superior customer service is all about: putting yourself in your customer’s shoes and then acting accordingly. Of course, it does NOT mean placing yourself below the customer. It means coming alongside of them and helping them along, and in the process, valuing them and yourself and acting in alignment with that. (Sometimes appropriately could mean not doing business with them if they are just consistently mean, which can happen.)
So ask yourself these questions:
- “If I was in the customer’s situation, what would I like?
- “What would I expect?”
- “What would I hate?”
- “What may be going on beneath the surface that is causing them to behave like that?” (If their website is down and they are losing revenue, of course they’ll be upset – wouldn’t you?)
- “What would cause me to tell my friends about the company?”
If you can really have a high level of empathy, it will help you create WOW experiences, and people will share what you’re doing (Related Post: Great Customer Service with a Wow Experience)
- People want a real person on the line
- Give them Fast Service because remember, a competitor is only a click away
- Get the issue resolved
- Customer care is a way of thinking
- Train your team – constantly!
- Whomever is doing the customer service, they must know the product, not just with head knowledge, but with experience
- Own the problem – make the customer’s problem your own
- Invest in statistics to measure your customer service
A statement Levan made that is definitely worth remembering:
People will forget what you said or did but won’t forget how you made them feel.Levan Apriashvilli