It’s Monday morning and the last place you want to be after a stressful weekend at your in-law’s house is at work. You’d much rather be at home or perhaps at a spa. But as luck would have it, not five minutes into your day you get an upset customer going off about how their Handy-Made 5000 broke on first use and your company makes shoddy products and needs to replace it immediately. Could the day get any worse?
No matter how large or small your company is, you need to make a point to sort through customer feedback. Feedback in the form of reviews is probably one of the best ways to learn about what your company is doing right and what it isn't. The consensus among many business owners is that only small businesses really pay attention to customer reviews, but that isn't true. According to a BuyerView report by Software Advice, businesses with more than 500 employees were more likely than small businesses to pay close attention to customer feedback. Still, numbers for both large and small companies were high with 87 percent of large and 70 percent of smaller businesses utilizing and interpreting reviews to improve operations.
Customer support isn't usually thought of as emotional, but having a connection with your customers that's about more than just the product can help strengthen ties and build long-lasting relationships. This is highly-important for B2B customer service, and a good help desk support software solution will help you create this connection.
What is an emotional connection?
An emotional connection pertains to how a customer feels about your company. Do your customers feel appreciated and valued? Do they feel pride in the fact that they use your products and services? You want them to feel strongly about your business. According to Communico, an emotional connection to your customers is one that captures their hearts and minds. You want them to feel good when they think of you.
As a regular human being who uses products and services just like anyone, I have had my fair share of both good and bad customer service experiences, and a few recent ones inspired me to share a list of 6 "canned responses" or "lines" that are often used and shouldn't be. If you're one of the good guys (and I know you are, otherwise you wouldn't be reading this blog) it might help improve your customer support even more - or at the very least, give you a little chuckle.