How To Provide Better Customer Service: B.L.A.S.T.

Is Customer Service Marketing? (Continued)

In my previous blog I identified why customer service is important to build your customers and retain them. Its possible you already understand the importance of customer service, most likely because of the experiences you've had companies you have grown to love.

Start By Revamping Your Customer Service

There are many different aspects of how you can improve your customer service. Changing up policies,  hiring new employees and/or better training. Keep in mind that no matter what your policies are, there is always going to be someone who doesn't like them. I suggest focusing on hiring better employees and providing better training. When training "hammer in" the acronym B.L.A.S.T.

B.L.A.S.T.

Believe: Believe your what your customer is saying is true

Listen: Don't just hear, listen to your customer.

Address: Apologize and address the problem

Solve: Come to an agreement on how to solve it

Thank: Thank the customer for their business

Believe

When your customer comes to you with a problem you need to believe everything they are going to tell you. Instead of putting this wall up saying, "You are only here to complain and take advantage of my company." Believe everything the customer is going to tell you.

Listen

Listening is different that hearing. Listen to what the customers problem is and don't cut them off or finish their sentence. You being patient and letting the customer vent their emotions built up with the situation is good for you and for them. You can understand what the problem is better if you let them full express themselves.

Address

After listening to the customer apologize with summarizing and repeat the problem back to the customer so they know that you listened to them and that you understand their situation. This will build a a micro trust relationship with them immediately. The goal of this is to calm your customer down and let them know you care about them and their business.

Solve

Before going about solving the issue makes sure you tell the customer on how you plan to solve the problem and if you can give them the time it is going to take (always over estimate, when you solve it quicker they will be happy or they will address they need it to be taken care of quicker). After you tell them how you are going to solve it make sure you ask them if that is ok. If that takes care of the issue in the manner they would like, SOLVE IT!

Thank

MOST of your customers are going to be happy with your customer service. However, there is some customers who will be not happy no matter how much you do for them. Regardless of how your customer reacts, apologize one more time for the situation and thank them for their time and their business.

Conclusion: Make Your Customer Happy

The reality of customer service is, no matter how much the customer enjoys your product, service, or company (as a whole) they are testing if you care about them when they come to you with a issue. I have been told that "Every problem is a hidden present given to you by the customer." What this means is when you solve the customers problem and leave them happy, you have created a loyal customer out of them. If you approach every customer service with BLAST you will make your customers happy with your company and strengthen your relationship.