Coffee Chat: Best Practices for Customer Communication ☕

Honesty for the win, @jim.smith 

A3. Again, listen.  I mean truly listen without interruption.  Do not intervene with a solution.  Do not try to fix things.  A lot of times the customer will reveal something that speaks to the root of their frustrations without you having to probe too much.  Once they’re done, let it breath for a few moments.  The silence will be uncomfortable but allow it to happen.  Respond with empathy and accordingly...meaning, you might need to probe further to get to the root cause.  

Fourth question for today is here! To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q4, start your answer with A4 and use the quote the option.
 
Q4 How often do you think communication with customers is necessary? (not just for updates, but in general.)

A3. Maintaining an even meter to your voice often helps stern words come across as matter-of-fact instead of emotional. We typically go through the steps taken by both customer and service rep to lay out the timeline and show how much we’ve been able to accomplish for them. Usually, the customer will backstep a bit and apologize, letting us know they are just frustrated and don’t mean to take it out on us.
If they continue yelling, using derogatory remarks, etc. we remind them that we don’t deserve to be yelled at or spoken to that way and hang up. (Our industry is prone to hot tempers and we have close enough relationships with our customers that this method works for us most of the time. I do not recommend hanging up on a customer as a first resort or a standard practice, but it is necessary when the other person is hostile.)
After the phone call, we escalate even higher and let someone who was not part of the original conversation talk with the customer, who has usually cooled down by then (and is often mollified by the feeling of being escalated). This follow up lets them know that we do still care about them as a customer, but we reiterate that we do not tolerate that type of language and will protect our employees.

A4 - long answer

1. Respond to your customer when they reach out to you AND when you say you will. 
2. Follow up when you say you will follow up.
3. Do not spam your customers with information they dont need or dont want.
   1. Use social media for company wide un-important announements
4. Provide important information or general announcements sparingly and only when necessary.

A4. This really depends on the customer. Some prefer to feel like a long-time friend and would love to hear from us every day. Others prefer to see the relationship solely as a business transaction and only want to hear from us when they reach out or if there is a large change to operations. 

We generally try to send updates to customers a few times a month (it used to be once a week, but with interruptions to our industry from covid, we don’t have enough new information to warrant weekly newsletters anymore).

Certain customers, though, we talk with every day. This is much easier if you have dedicated service reps assigned to high-touch customers, since they can track the business needs and interact accordingly.

You’re right. In general here’s what we think that works. 

In order to build a foundation of mutual respect, you need to provide value. Commit to delivering value at every interaction in the form of 

• strategic insight

•  targeted recommendations, or a

•  a thoughtful point of view.

A1. What are some general pointers to keep in mind when you’re talking to your customers?

Being an active part of customer success and customer service for more than 7 years I have a few tips that always create a positive memorable experience if does not yield a positive result. 

1. Mannerism - I know it sounds very childlike, but I personally feel good manners and positive attitude really makes an enormous impact. 
2. The customer may NOT always be right - unlike the traditional believes I have come to realize that when communicated properly and with the correct facts, customers do appreciate honesty over “Customer is always right attitude “
3. Know when to say sorry: Don't unnecessary apologies, it takes the essences always for a genuine sorry. 
4. Follow up and keep it it positive: ALWAYS go back to the customer even if not resolved to understand their feedback and what would have been an ideal situation for them. 

These are very basic day to day pointers, but are effective in every industry. 

A5 - with honesty and sincerity.  customers will know if you’re just feeding them lines or lip service.  Be honest and sincere with all of your customers and when possible offer solutions that you can deliver.

A5. We apologize too much quite frankly.  Apologize only if you truly have something to be sorry for.  Apologize less and act more.  When I actually mess-up, I try to own it and have fun with it.  Then ultimately take the corrective course of action.

How to say “I’m sorry” in some fun ways:

• My bad
• I messed this one up
• I’m a dope 
• Silly me

A2. How do you turn down requests from customers which you can’t fulfill?

Turning down a request is huge part of offering a great customer service. I feel that more than focusing on what can't be done, we should focus on the next best option or Focus on what you CAN do. 

• Be gentle and provide next steps
• Don't waste time, but don't burn bridges either
• Decline with gratitude
• Be clear, transparent and upfront

Alright folks, I had an amazing time organizing this. Thank you being a part of our coffee chat, @foxcubmama, @JulieR, @jim.smith, @Jadespire45, @aarvav.akash, and @gfecteau 

A huge shout out to all my co-community members aka my friends at work for helping me pull this out:   @rashmi.nag,and  @SanaSiddiqui       

 See you all in the next edition of our coffee chat. Feel free to keep those conversations going. I’ll get back to all your answers later today/tomorrow. Have a good day/night ahead <3 

AGREED - I have a hard time getting my new customer service reps out of the habit of apologizing for everything. If you didn’t make a mistake, don’t apologize. 
It infers liability when there is none, it undermines the skill level of the employee working the issue, and it sets the customer up with unrealistic expectations for the potential outcome.
Example: shipping is delayed on a product from a 3rd party - this is completely outside our control, so we should not apologize. We CAN, however, offer alternatives that are managed through us (such as we’ll cover shipping fees on this order).