We often focus on what businesses should be doing to deliver great service ie faster responses, clearer communication and fairer policies. Yes of course, these things 100% matter. However what we should also be considering is how we can be better customers in ongoing difficult times.
Being a customer isn’t just purchasing a product or service; it’s entering into a relationship and just like any relationship, it works best when both sides play their part. Here are some simple ways we can all be better customers and improve our customer service experience in the process.
Pexels Photo Credit Yan Krukau:
Be clear and prepared
If you are contacting a company to discuss an issue a problem, have all the relevant details at hand eg order numbers, receipts and purchase dates. Clarity saves everyone time and prevents frustration and potential misunderstandings.
Show respect
First and foremost Customer Service staff are people too. Politeness, patience and a calm tone make it easier for them to provide assistance. It can also motivates staff to go further than they have to in order to resolve any issues. Take the time to say hello, please and thank you. This is such an obvious thing to do but the most basic manners are often forgotten. A few pleasantries cost nothing and can make for a much more personal experience.
Listen and engage
Sometimes a proposed solution isn’t exactly what you were thinking of but it may still be fair and effective. Listening to explanations with an open mind can turn a potential standoff into a successful resolution. Ask staff how they are and interact with them so they feel valued and appreciated. Finding common ground through shared interests can be good relationship builders which in turn can result in the delivery of better service.
Be honest and fair
We all make mistakes; sometimes we click the wrong size on an order or miss the small print. Owning and accepting that, while still expecting fairness, builds trust and speeds up resolution processes. Tailor customer expectations reasonably. In today’s world we tend to want the whole world right now for the cheapest price. This puts an awful lot of pressure on companies to fulfil our needs. Try to give companies a chance to resolve issues rather than immediately escalating or reading them the riot act.
Give developmental feedback
Companies can’t improve if they don’t know when things go wrong. Any company worth its salt will therefore always welcome with open arms any kind of feedback. Explaining calmly and clearly what didn’t work and how it could be better is more effective than a social media or email rant. And when things go well? Share that too. Positive reviews help good businesses thrive and provide much needed motivation to teams.
Accept processes
Many businesses have tedious systems in place to resolve complaints. They can feel slow and obstructive but following processes via official channels usually gets you further quicker (with less stress) than trying to bypass them.
Be a savvy shopper
Do your research and read the fine print of agreements if only to check your rights regarding refunds, cancellations and amendments. Understand exactly what you are buying and the terms of sale. This can help you ask relevant questions should issues arise and also avoid said issues happening in the first place. Prevention is better than cure.
Think about ways you can reduce stress, time and effort when trying to get in touch with companies. If contact details are not clear for your chosen company or they are limited, you might want to reconsider your choice. If getting in touch for general enquiries is hard work then it’ll be 10x more difficult for more urgent matters.
In summary
Being a better customer doesn’t mean lowering your standards or accepting poor service. It means approaching situations with clarity, fairness and respect which almost always leads to better results for everyone.
Excellent service is a two way street. Businesses owe us efficiency, transparency, and respect. As customers we owe it to ourselves, and to those helping us, to play our part too.
Image by S K from Pixabay
