Today is International Day of Happiness. As Employee Experience Manager for Helm Tickets, my job is to make sure we have a happy workplace. The theme for this year is ‘Happier Together’, focusing on what we have in common, rather than what divides us.
Achieving sustainable customer service
Statements such as, ‘make the customer think that you care’ or ‘make sure the customer feels you understand them’, get bandied around, but customer service runs deeper than just being a good actor.
The quickest way to achieve excellent and sustainable customer service is to genuinely appreciate that you don’t know everything. Therefore, you need to work with the customer to better understand their situation, give them the benefit of the doubt around the justifiability of their emotional state and take pride in trying to assist them in the improvement of their experience. Simply put:
- Show empathy
- Be non-judgmental
- Take pride
Guide your customer
Regardless of how unreasonable or impassioned a customer’s responses may seem at any stage of a conversation, there will always be something that has happened to lead to this reaction – this may or may not be relevant to the problem at hand.
It’s unlikely that you will fully understand the customer and their individual circumstances. So, giving the customer the benefit of the doubt and focusing on the task of trying to make them feel better through your assistance, is the quickest route to a successful interaction.
Not only will they be happy not to be quizzed unless absolutely necessary but in addition, they will also know they have been heard and understand prompt action is taking place.
Sign-posting all of these things will help the customer to better understand the reasons behind your responses, consequently, the customer will adapt to a calm, evenly paced and friendly delivery if you adopt this from start to finish.
For more tips for your business, check out our other Business Boost blogs.
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