August 19, 2014
Let’s talk about the worst ways to handle your best customer service story.
When you’ve had a successful customer interaction, one where you both walk away feeling good, you’ve done your job, right? Not quite.
Don’t get me wrong – the fact that you’ve made the customer happy is huge. According to Leading on the Edge of Chaos, reducing your customer defection rate by 5% can increase profitability up to 125%. That’s no small thing.
But what happens once the interaction is done and you’re both prepared to go your separate ways?
What not to do: Not following up after a great encounter
What to do: Leverage good interactions
The best time to ask for a video testimonial, or other endorsement, is after a positive encounter. Some brands get stalled at asking, afraid they’re going to be turned down. Testimonials are quick and painless – even for the most camera shy. They don’t require a great deal of effort, just a well-lit place to film and a few talking points about what your brand does best. And the truth is that many consumers are going to be more than happy to throw their support behind your brand if you’ve gone above and beyond to help them out.
What not to do: Only discuss the bad customer service stories with your team. It’s how people learn, right?
What to do: Understand what went right – and pass it on!
There are so many examples of customer service gone wrong. Whether it’s happening in real time, right in front of you, or being broadcast on social media. There’s a lot to learn when things go wrong. It’s easy to pinpoint a policy or practice that needs changing. A different learning opportunity presents itself with your best customer service stories. Instead of working to do damage control, or go into panic mode from a bad interaction, you’re looking at the chance to lift your team up with praise for the work they’re doing.