- So far in this course, we've talked about serving upset customers and learning from those experiences. But what if we could prevent customers from getting angry in the first place? That's what we're gonna cover in the next few videos. Right now, let's focus on the power of personal connections. Customers are more likely to forgive or overlook problems when they're dealing with someone they like, know, and trust. Earlier in the course, we saw a coffee shop scene that illustrated good and bad ways to serve angry customers.
Let's look at a third version. This time, see what would've happened if the barista had already established rapport with the customer from previous visits. - Hey Karen. - Hey, John. My vanilla latte's a little light on the vanilla today, do you think you could add a little more? - Sure. Sorry about that. - That's okay. - Here, you hang onto this one, I'll remake you a new one. Not quite sure if it'll taste good if I just add another cup of vanilla. - Okay. Thanks. - No problem. - Okay, that scene was a lot different than the first two.
The customer and the barista already had rapport, so a vanilla latte that didn't taste quite right wasn't a big deal. Creating personal connections with our customer makes it much less likely that they'll get really upset, especially about a small problem. Here are a few techniques you can use. When possible, initiate contact with customers. Come to them so they feel important. Give each customer your best greeting. This may sound like simplistic advice, but it's not always easy. Does your greeting sound just as friendly to your 100th customer of the day as it did to your first? Learn and use customer names.
I always try to use names in a conversational way, just like I was talking to a friend. Make sure customers know your name. Research shows that customer satisfaction scores are much higher when customers know you by name. That's because it shows a willingness to make a connection with you when they know who you are. Finally, make every customer feel like a VIP. Make them believe that you care about them and their problem, and that you really want to fix it. Okay, now it's your turn. Chances are, you use many of these skills already.
Try to be intentional about using them to create a positive connection with customers you serve. If you want to learn more about building rapport, there are specific modules for in-person, phone, and e-mail communication in the customer service fundamentals course on Lynda.com.
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words