When you shed all the layers of a successful organization down to its core, you will always find the same thing — human beings interacting with and respecting other human beings.
Many of today’s businesses operate online, which can sometimes disconnect them from their actual customers. This is a recipe for disaster unless you have a customer support team that truly cares about customers as people and works hard to create a positive, lasting impact.
Here at MailerLite, offering customer care with love is paramount to our company values. It is our goal to fully support every customer as much as humanly possible! But sometimes that is easier said than done.
In this blog post, I chat with other members of MailerLite’s support team to find out what they think are the most important factors in creating a customer-first company culture that is built on support, efficiency and respect.
It’s not enough to know your product well. You also have to be a positive and happy person if you want to provide outstanding customer service. You have to genuinely like people. Otherwise, it will be hell for both you and your customers.
Imagine yourself in the other person’s position, be empathetic and try to offer the closest workaround.
Start work in a great mood. I like to read something inspirational or uplifting 15 minutes before work. Try putting a photo of your family having a meal together in your workplace to remind yourself that it’s not your boss who pays for your food, but your customers!
This is a general rule in everyday life, but it also applies to customer support — people just want to be heard. It doesn’t matter if they are happy, worried, angry, confused or excited. They want to express their feelings and find a solution. Make sure that before or after you address their question, concern or comment, you acknowledge why they reached out and reassure them that you hear them. This shows people that you are taking their problem seriously. It gives them a feeling of comfort.
Put yourself in their shoes. It’s not enough to just say, “I am sorry” or “we apologize.” That is too impersonal and dismisses the issue too fast. A better approach is to say, “I can understand how that must be frustrating for you. If that happened to me, I’d be upset too.” Try to make that statement as personal as possible. Remember, most people just want to be heard. Even if you don’t agree with their anger, just acknowledge what they are saying and give them a solution or the closest thing possible. This way, you can make an angry client calm down first and then continue with a less heated conversation. Don’t ever rise to the customer’s intensity level. Take a deep breath and keep “hearing” them.
Customer Support is often seen as a low-level job that is easy or not too important. However, it is much more important to a company than most people realize. We are on the front lines and we hear directly from the customers every day. We know what their biggest issues/struggles/hopes for the future are. Make your job matter. Don’t just answer questions and then move on to the next chat. Share info with the rest of your company, write down ideas, share improvements, follow up with customers, ask what else they need, etc. Go for Customer Success, not just Customer Support. That is what creates loyal customers ☺️
I’ve learned that no matter how long, short or difficult the question, you need to approach it with the most basic steps. The best solution that yields positive results is to be kind. For good practice, I often try to nitpick and question myself while explaining and writing down an answer for a customer. This helps me stay one step ahead and prevents further misunderstandings.
Like one of my all-time favorite bands, Depeche Mode, sings, “Try walking in my shoes.” You need to be empathetic. Walk in your customer’s shoes. We all know the feeling when something is not working or you can’t understand something. It is frustrating. Remember that feeling when facing an upset client. Be friendly. It helps defuse the situation.
Before work, do some exercise or take a power nap. Just 10 minutes is all you need to restart your nervous system and be on point. Check in with your team to see how others are doing. It might give you answers to future customer questions. Be friendly to your teammates. Who are you without them? Just an ego against the world.
Be human, be real and support with love.