#1 The principle of ‘Above and Beyond’

People often ask me:

‘How to give an astounding Customer Service?’

There is a common misconception that Customer Service / Customer Success ‘ends’ when the client inquiry is solved by providing a correct answer in a timely manner.

However, how do you truly guarantee the satisfaction of your client?

Let me give an example. Let’s say a client arrive with this following inquiry:

Inquiry:

How do I update my payment method on your platform?

The most common answer would be:

Hey there! Check this article > (link to the article)

… or something along these lines.

Why tell your customer to read an article? Can you do anything else? How can we improve this response?

Let’s answer a couple questions first.

• Is this a time efficient answer?

Yes. By providing a quick link it will always be the fastest way to solve someone’s inquiry.

• Is this answer the correct one?

We can say it is! Yes. It provides the customer with the information they’re looking for in order to accomplish their goal.

• Is this the best answer we could give?

That’s a No. Let me tell you why…

By simply providing a quick link or a short tutorial, we transmit laziness to our client. It shows we are not committed to their solution. The response lacks empathy. It lacks the human touch that is needed for a great Customer Service.

Now, can you do anything else in order to improve this response?

Of course! Even though it can be something simple that the customer asks for, there are different ways to approach the topic.

One of the ways is, instead of just providing a link or quick tutorial, you could elaborate a bit more.

The inquiry:

How do I update my payment method on your platform?

The response:

Hey There! Hope you’re doing well (Always start with a greeting)

In order to update your payment method you can follow this steps (Quick resume of their inquiry + Introduction of the solution)

… short tutorial instead of a link …

I’ll invite you to read our article in the topic that covers the theme with more depth -> (Help Center Article)

Additionally, the change of the payment method will count only in the next charge which is xx/xx. (Going Above and Beyond)

In case there are any additional queries, let me know that I’ll be pleased to assist you once more. (Call to action)

Best regards (Finalize with farewell)

Why Going Above and Beyond is important? Essentially you’re predicting the customer’s next inquiry. Which will transmit empathy and create rapport with the client. It truly makes them feel welcomed by our Customer Service when we add such details.

I hope this quick post helps you in your future cases and prompts!

Let me know if there are any questions.

#customerexperience #customerservice #customersuccess