Techniques to improve customer care

Paradoxically, when a couple argues, it is a good sign, since it means that there is still mutual interest. Likewise, it could be a good sign when a customer complains, since it implies that he or she has high expectations of that particular company and therefore demands quality services. 

If, on the other hand, a customer does not have high expectations of a company and is not satisfied with the service obtained, that person will often simply quietly leave the company and no longer purchase the products or services. 

This way, you will lose customers without even knowing why.

This preamble is necessary to emphasise the importance of customer care, where satisfying the needs of consumers means retaining them and transforming them into customers.

 If you wish to know how to improve customer care, just contact us at We Are Fiber. We possess all the necessary tools to meet the requests and needs of your company. 

Next, we’ll analyze the best techniques to optimize customer care, so stay with us.

Explanation techniques: the importance of a structure

A fundamental aspect of customer service is the explanation given to customers, which must be founded on an orderly structure for efficient and transparent communication. A structured explanation is perceived more clearly by people, who thus consider that they have received adequate support and obtained the answers they require.

Let's take an example and assume you have 30 books to divide into a library. If you place them in bulk on the shelves, you will have a harder time finding the book you need quickly. If, alternatively, you order them by name or category, you can immediately find the book you need. 

This is a trivial example which demonstrates how important it is to implement a structured method.

One of the most popular explanation techniques, especially in sales, is the problem-solution-benefit scheme. Firstly, the problem that afflicts the user is reiterated, followed by an outline of the ideal solution and why this is a fitting response. Finally, the advantages and benefits of that particular product or service are listed.

Another common technique is the so-called ELI5, an acronym for “Explain it like I'm five years old” or “explain it to me as if I were five”. Of course, this does not mean that you must use childish language, but rather terms that are simple to understand and not excessively technical, especially if the user is not familiar with the subject.

How to empathize with the customer

Empathy is another priority aspect for establishing a good relationship with the customer and optimizing customer care services. You have to put yourself in the customer's shoes to understand their discomforts and why they are angry or upset. Looking at things from another point of view often helps to better appreciate the issues faced and have a broader perspective in this regard.

Several techniques are available when it comes to empathizing with the customer, where one of the most popular is the so-called HEARD (hear, empathize, apologize, resolve and diagnose) framework, used and perfected by Disney.

In the “hear” phase, you simply have to listen to the customer without interrupting, giving the person the opportunity to expose the problem and also to let off steam. 

The second phase, “empathize”, is necessary so as to identify with the client, demonstrating that the company has taken charge of the request, where establishing an emotional and almost friendly relationship is critical. 

In the third phase, “apologize”, it is essential to provide an apology to the customer for the disservice. Apologizing is equivalent to an admission of responsibility, which is followed by immediate action aimed at solving the problem.

In the fourth phase, “resolve”, the problem is solved, preferably in a short or reasonable space of time. If there is a delay, it is necessary to communicate this to the customer in a communication context that is always transparent and direct.

Finally, "diagnose" is a crucial phase to implement. It is not enough to fix the problem, but you need to understand why it happened. Figuring out the source of the issue makes it simpler to predict such issues and thereafter prevent them, so raising the level of customer satisfaction.

Interrogation techniques

During the customer support service process, whether by phone, in person, or via chat, it is important to use the right interrogation techniques to gather useful information in order to solve a problem, or sell the ideal product based on the user's needs .

A distinction must be made between open questions and closed questions. Open questions are used to collect general information, so as to have a complete overview of the context. Closed questions, on the other hand, ensure direct answers, which helps to hone in on the problem and possible resolutions.

In addition, suggestive questions assist with guiding the client in a specific direction, ensuring that he or she makes every decision without forcing things. Furthermore, verifying questions are used to support your hypothesis about the challenge or issue at hand. 

For example, if your customer complains about a site that is excessively slow, you might assume that the disservice is due to upload images being too large. So, simply ask what type of photo he or she uploaded to validate or otherwise discard your hypothesis, in order to proceed by exclusion until the problem is identified.

We Are Fiber knows all the techniques around to improve customer care and we use only the most modern technological services. 

Do you want our support? 

Just contact us and together we will find the ideal solution to give your company wings.

Email: info@wearefiber.com

Telephone (It): + 39 02 42 10 11 22

Telephone (United Kingdom): + 44 20 38 70 44 08