We've analyzed the psychology of customer service for you (whoop, whoop!) to improve your skills further. As it turns out, there are many lessons to be learned by studying the human mind and behavior.
Check out these 5 quick tips that will help you be the best at any customer support situation:
1. First impressions matter.
Psychologists believe human beings make up their minds about people in as little as two minutes. This might affect the overall evaluation of a person or entity in the future due to the halo effect, a psychological phenomenon in which an initial favorable impression influences the future outlook of a relationship. This is why focusing on that first meet and greet, and making it a good one, matters more than you think.
2. Make it personal for the customer.
To make the customer feel valued and appreciated, add a personal touch by calling the client by his or her name. It will also make you sound more respectful and polite. And remember to state your name too; this makes the customer feel like they’re being treated by a human being, not a company.
3. Listen, and practice empathy.
Ask questions and encourage the customer to explain their situation without judgment. When a customer is angry about something, files a complaint, or just wants to talk to a manager, their motivation is to get a problem fixed. What they desire, apart from releasing their anger, is a sympathetic ear from someone that will acknowledge the problem and their right to be irritated. Empathy is nothing more than understanding another person’s condition from their perspective.
4. No is not the right answer.
Although you might not have a solution to their need or be the final decision maker, you can still respond with confidence in a positive way. Phrases like “I’ll see what I can do, and I’ll get back to you in as soon as possible,” will buy you time to understand what they seek. Even if there is no solution to their request, a positive and honest language will keep the relationship on agreeable terms.
Don’t be afraid to do the ‘outrageous’ to bring satisfaction to your customer. When someone gives you something or does something nice for you, you feel an innate obligation to return the favor. It’s part of the process of giving and taking “fairly.” It can be something as small as offering candy or refreshments, or something more meaningful like gifting a free breakfast to a guest. It’ll make all the difference!
These tips apply to any business and human interaction, but remember, in hospitality excellent client service is at the core of the industry and what rules the profession. Hence the definition of hospitality is the friendly and generous reception of guests or strangers in a warm, welcoming, and generous way. Creating WOW moments for guests is what hospitality jobs are all about!