Customer success, customer success or customer experience make up one of thecareers digital that focuses on increasing consumer satisfaction and making sure he gets the desired result when interacting with your business or brand. Having a satisfied user is a guarantee of good financial and image returns.
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It is important to understand the potential of this area for your business and how to transform what would be a negative interaction into a positive experience with your customers. This is because each person has a different profile, so the professional must be prepared to deal with all of them.
Below, see some tips to add to your repertoire of contact with a consumer of yours services, especially when he is a more difficult person to deal with or has a problem urgent. Stay tuned!
Always listen to your customers
Empathy is fundamental to work in the area of user experience. So listen carefully to everything he has to say and remember to have understood the main or all of the person's challenges.
embrace creativity
Once you understand the customer issue, be creative in thinking about the solution. You can work alone or in a team to find a positive outlet for the person who reached out to you. The ideal is to find the cause of the problem and act to resolve the situation.
Work smart and efficiently
In addition to empathy and customer appreciation, you should keep in mind that people are looking for immediate solutions to their problems. In this way, demonstrate that, if it is an urgent request, you will do everything possible to solve the problem in the shortest possible time.
Understand that everything is a form of learning
In case the interaction with the user has not been satisfactory throughout the journey, it is important to understand that it is natural not to be able to conquer everyone, regardless of the number of attempts. However, some questions can be asked for you to be able to analyze a negative interaction with the customer so as not to adopt the same behavior in the future. Are they:
- In some way could this contact have been better?
- Are there features I haven't used that I would have liked to have used to resolve the issue?
- Did the customer bring up concerns that may come up again with others that I must present a solution to?
- What can I take away from this customer interaction to communicate more effectively in the future?
