Stand Out with Exceptional Client Service, No Matter How You Deliver It
When was the last time a company went above and beyond to solve your issue or make you feel important?
When you are treated like a person and not a problem to solve, you create a positive association with that company – one you are likely to remember for weeks or more.
I had a wonderful experience late last year using AT&T’s chat to ask about my recent phone bill. It was such a positive interaction that I can still recall the AT&T agent’s name and his pleasant demeanor while helping me.
It didn’t matter that I couldn’t hear the agent’s voice or see his face. He still found a way to deliver great client service virtually. Why was this chat different from others I’ve had? Because the agent, Aaron, acted like a human.
While I’m sure he was working from some type of script based on my issue, he deviated from it when necessary to sympathize with my issue. His answers didn’t appear to be pre-determined based on what I typed. His responses made it appear as though he seemed truly happy to be helping me. For example, he said, “It warms my heart knowing that I’ve helped you in my own little way. I appreciate you for being an understanding and patient customer throughout this chat.”
He even shared how excited he was because his wife recently had a baby, so he received an early Christmas present. That piece of information made him human, not just words on a screen.
My experience was so positive (and, frankly, out of the norm) that I shared about it on social media, encouraging people to be more like Aaron when we interact with each other.
My experience highlights three lessons all firms should remember when interacting with clients.
Making a personal connection is always important, but especially today. The COVID-19 pandemic has altered so many aspects of our lives, forcing us to socially distance from family, friends and clients. We miss being able to freely hug or shake hands. It’s difficult to not be able to see facial expressions and body language when we chat via phone or text. But by thinking about what your clients truly need right now, you can communicate in a positive and personal way that resonates with them. Feel free to go off script, which leads to the second lesson.
Listening is key. When you reach out to your clients (whether it’s via phone, videoconference, or email), what are they telling you? What’s keeping them up at night? Have their plans for the future changed? One set of clients may be concerned about what’s happening in their lives today whereas others may be more focused on the future. What tone or language are they using when chatting? After you learn what their pain points are, you can create a communication plan that addresses those issues in a manner that is best for the client.
You don’t have to interact in person to deliver great customer service. I never saw Aaron’s face or heard his voice, yet we were still able to make a personal connection. When he shared about his new baby, I congratulated him on the exciting news. It’s a small connection, but one that’s much needed today. The fact that Aaron’s responses seemed unique and genuine, not the standard responses you typically receive, also stood out. Taking the time to truly understand your client, connect with them on a personal level and show that you care about them leads to overall positive feeling from your clients. They will remember that you went above and beyond for them – whether that was through a thoughtful email or a quick phone call checking in on them.
In today’s world, exceptional service can be as simple as listening to your client’s needs and delivering compassionate, helpful service. Strive to give your clients a memorable experience every time they interact with you. Chances are, they’ll remember your awesome service and share their experiences with friends and family.
If you would like to learn more about how we help firms improve communications with their clients, contact us today.