How to improve the customer service experience for loyal customers

avatar Simon Torenbeek
customer experience

Optimising your customer service experience is essential for the success of your company. Consider for a moment the difference between the word-of-mouth of a happy customer and a dissatisfied customer. Where the first will tell between 4 to 6 potential customers about their experience, the angry customer will tell between 9 and 15 others. So you’d better get your customer service experience in order quick. Here, I’ll give you some easy customer care tips improve your customer service experience.

When the numbers above weren’t enough to convince you to read these tips, consider that 13% of dissatisfied customers even tell more than 20 people about their unpleasant experience with your company. In comparison, when a customer is so happy with your service that he recommends your company to others via online communities, their connections are significantly more likely to spend money at your company. The (dis)satisfaction of just a hand full of customers can therefore have great impact. But what exactly is a dissatisfied customer? And how can you turn his frown upside down?

An angry customer’s service experience

Along with reasons like product faults, slow delivery and underdelivering promises, poor customer service experience is one of the most important and most mentioned causes for a dissatisfied customer. A dissatisfied customer has some characteristics that are not particularly hard to recognise. For starters, a customer that tells you he wants to end his subscription with your company or starts cursing, surely isn’t too keen on you. But also a customer that starts ignoring you or is giving lower scores to the satisfaction rating is one to keep an eye on. Surely, a broken product or lost delivery, isn’t going to make him any happier. Luckily, even when the customers’ problem cannot be solved right away, customer care offers plenty of ways for a positive experience and positive word-of-mouth.

Good customer service skills

As you’ve undoubtedly heard before, personalisation really is key in customer satisfaction. Enriching the customer experience through personal service is key. In spite of the many new possibilities with Artificial Intelligence and Chatbots, people still value human service more than anything. This is the foundation of personal service. When you’re chatting with a customer via one of the many available messaging apps, there are some things you can do to show you’re not a bot.

1. Mention the name of your conversation partner
2. Show emotions
3. Adapt to the language use of the customer
4. Mention your own name
5. Add a photo
6. Know about previous touch points with that customers
7. Don’t be afraid to use an occasional emoticon (but please, don’t get carried away)

It might seem like a paradox, but if you want to give a fully personalised customer experience, you will actually be needing chatbots. However, not the chatbots in the “traditional” sense, but chatbots that act like a speech assistant. Chatbots like GINBot will help your customer care agent find all the relevant information he can find on the customer. Also, he can predefine answers to the customer’s questions. Self-learning chatbots may even learn to adapt to the language of your customer. This way, all you have to do, is check the reply, maybe add some more human touches to it and hit send. And you can intervene whenever you or the chatbots thinks you should, as you will remain in control of the conversation.

Want to know more about GIN or what GINBot can do for your customer service experience? Please contact us or request a demo.


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