Ad Blocker Detected
Our website is made possible by displaying online advertisements to our visitors. Please consider supporting us by disabling your ad blocker.
In the customer service sector, whether you handle this in-house within your business, or look to business process outsourcing services to take care for this for you, a ‘magic moment’ is when you turn a bad situation into a good one by making an angry customer happy, and potentially turning them into a loyal brand cheerleader.
These are great for any type of business. But experiencing more of them, and then taking full advantage of them, is something that you have to plan.
Here are some tips to get more and make the most out of your magic moments.
How to Turn Bad Experiences into Positive Ones
First of all, it’s important to emphasize that there is no ‘magic’ in creating these magic moments. In fact, it mainly comes down to coming up with a solid strategy to make sure that you deal with complaints properly in order to create satisfied customers.
One way to ensure you do this is to have an efficient IT service management system set up. Such a system will allow you to keep a close eye on customer tickets and react to them quickly and professionally. This will help to resolve problems in good time and it will help you to provide your customers with a positive experience.
To begin with, make sure you are looking out for complaints in the first place. Customers may complain on social media by mentioning your brand, and a good reputation management program can help you to pick up on these mentions and make sure you react quickly.
By reacting quickly, you prevent the situation from spiraling out of control, and you are more likely to impress the customer.
When you deal with a complaint, remember not to take it personally, and always listen to the customer and try to resolve the situation. Sometimes, their problem may be very simple, and you can resolve it within a few minutes.
Never argue with customers, no matter where they are contacting you, whether on social media, over the phone, or responding to a message. Always stay calm and focus on resolving the situation.
If a complaint is made on social media and the customer is being unreasonable, try to take the conversation out of the private eye by offering to help via email or phone. Otherwise, you may get drawn into an online spat that does your brand image no favors.
Always apologize for their inconvenience, even if it is not your fault. The customer is always right, and that’s something you have to remember at all times.
Try to come up with a solution to the problem. Even the angriest customers can come around when you help to resolve the situation quickly. Most reasonable people understand that things go wrong, but if you can resolve the problem fast then they are likely to experience a positive outcome.
Finally, always listen to your customers and take their feedback seriously. You are less likely to get complaints when you take notice of what your customers are saying in surveys and act on it before the complaints come in.
Take Full Advantage of These Magic Moments
When you do manage to turn a customer’s experience from a negative one into a positive one, this is something that you want to celebrate.
So how do you make the most of it?
Firstly, if the conversation was played out in social media, there’s a good chance that other customers and potential customers will see how well you dealt with the situation.
They will know that you take your customer service very seriously, and hopefully, they will share it with their own friends, spreading the word further.
Alternatively, you could convert the experience into a case study. For example, you could write up a blog post about how seriously you take your customer service or write a guest blog for a major website in your industry. With the customer’s permission, you can turn it into an example of your great customer service and how much you care for the customer experience, and this can help to spread the word further.
Or you can simply ask your customer to leave feedback on a third-party review site. They might leave an especially positive review because of the experience they had. Never ask for a positive review, but do suggest that you appreciate receiving feedback to help improve, and the chances are the review will be a good one.
Also take the opportunity to remind the customer that you are happy to help them further, gently encouraging them to check out your website or a product that might help them in their situation. Or encourage them to Like your Facebook page or sign up to your newsletter. They are more likely to take a specific action when they have received a great experience.
Enjoy More Magic Moments
Magic moments are great for any business, so use these tips to turn more complaints into positive experiences and spread the word that you care about your customers. When word spreads that you have great customer service, this is one of the best ways to grow your business.
