Many times we get carried away by our emotions when we are talking to our clients, we get blinded and we don’t try to see what the client is trying to tell us until we end up on bad terms and upset with each other: the client with the agent.
At Flovi, We know this, that’s why our agents are specially trained to handle different types of customer situations. We use inconveniences and misunderstandings to create two advantages out of them:
1. Notice and try to improve service or product failures.
2. Create solutions that benefit both parties; this builds trust in our customer, which means there is a greater chance that they will buy again or use our services again.
When a customer has a negative experience or a problem with a brand, it does not mean that we should automatically write off that customer, no, that is the time to regain their trust and encourage them to continue buying and making use of our services, since, once the problem is solved, that customer can rest assured that any irregularity that happens again in the future will be resolved in the best possible way.
Take into account that one of the main reasons why a customer is lost is because of poor Customer Service. A study by Zendesk noted that customers attribute a poor customer service experience to aspects such as:
- Having to explain your problem to several people 72%
- Failure to resolve your issue promptly 39%.
Listen: The first and foremost key is listening. When a customer has a problem, he wants to be heard at all costs, at these moments agents must use empathy and pay attention to the difficulty that the customer is presenting.
These keys can be applied to any type of situation, the important thing is that the customer feels heard as well as letting them know that we are taking into account their complaints in the future to improve our services and products.
These are some of the key points we instill in our agents to keep in mind at all times when interacting with a customer. We all know that it is not easy to deal with this type of situation, but our team gives its best every day to make customers feel accompanied and listened to. It is our duty to let them know that they are important to the brand, thus creating one of the most important bonds in a company: the customer-brand bond.
How do you create that bond? Through your company’s customer service department, which is one of the reasons why customer service is so important. Always remember that your company’s customer service agents are the first line that represents your brand and at the end of the day, the experience and impression that your customers have of your company depends on them. When customers remember your brand, they will remember the emotions they felt when they were in contact with your brand.
At Flovi, we want to help all those companies and entrepreneurs who are willing to give the value that the customer deserves. With the help of our team of agents you will no longer have to worry about dealing with this type of situation.
For more information about our services, HAZ CLICK AQUÍ, and discover all that Flovi has to offer your company.
We also invite you to learn why customer satisfaction is so important for your company, if you are looking to grow your business, this is an article made for you:
