In this short clip of my conversation with Mo from GrooveHQ.com, we see the musical side of customer service and learn how, like a finely synchronized chord on a piano, excellent customer service is found in not just one skill, but many. Watch the section below or watch the entire chat here.
What is the number one key to success in providing that seamless experience?
Okay, well besides having a perfect product with no problems, which is not going to happen, I would say there is not really one key in providing great customer service. I feel like customer service is a multi-faceted skillset that is – to use keys – is a lot like a musical chord, it takes up more than one key to be successful.
Key 1: Active Listening
So, I would say the two biggest keys to making the chord successful is active listening, or in the case of the internet, active reading. You have to really understand exactly what the problem is – where they’re coming from. If you’re listening, it’s not just a matter of hearing what they’re saying, its understanding their tone, it’s understanding their knowledge about a certain product or thing.
It’s understanding exactly where they’re coming from from what they’re saying. In text, it’s really the same thing – it’s like are they easy thanks a lot of exclamation points? Is it in caps? Does this person have some technical knowledge and is using some technical terms to describe the problem or are they just saying it’s broken and I don’t understand?
Key 2: Responsiveness
The second is responsiveness. This is partially customer service and then partially how easy a brand is to respond to. It’s how easy are you to get a hold of? If you don’t have a phone number, can you respond to every email? Are they no-replies, or when you get an email correspondence, can you just reply to that email? Are you available on Twitter? Are you available on FaceBook? Is it easy to access your help department from your app or from your website?
Key 3: Taking Action
It’s being as easy as possible to get a hold of and then once a customer does get a hold of you, having the ability to jump on their requests. If you can’t find a solution right away, do you have the ability to on follow up with them as the progress of their problem progresses. Ideally, you’d be able to solve the solution right away, but you can’t always do that, so you have to be able to keep track of your customers and then follow up with them on if there are developments in their request.
I would say those are the biggest things. It’s the listening and understanding component and then the taking action component, and then being responsive within the company.