Customer success is one of the hot trends in the job world today.
It’s expected to be a key part of many businesses in the coming decade and beyond.
Customer service, as we typically think, is mostly about customers calling in or emailing or chatting online with someone to help solve a problem. Perhaps with a return or a refund or something like that.
That’s a huge part of it. But customer success is in the same vein. Usually with B2B companies. It’s a role where someone is responsible for checking in proactively on clients to catch issues before they happen or to make them less likely. And when they do arise, they work to solve them.
In a nutshell, it’s customer service. Making sure the customer is happy.
Since it’s more critical than ever I thought it would be worthwhile to look at a few key elements of successful customer service.
1. Problem Solving
Problem solving is at the core of all customer service and customer success. It’s really at the heart of entrepreneurship. You identify problems and work to solve them.
With customer service, it’s often hearing about a problem from a customer and working to solve it. Sometimes, though, it’s not that easy. Many customers will clearly understand and explain their issue. Other times they’ll have an issue that is really another issue. It requires skill to be able to weed through information, identify a true issue and work to find the right solution.
And as with much problem solving, you’re often working in a stressful situation. Being able to keep things calm and still while finding a solution is a true need for anyone in customer service.
2. Question Asking
Part of problem solving is building the skill of asking questions. Knowing how to get information and really the right information from customers. But also from your team. Customer service folks often have to work with others on the team to learn more about the business, its processes and more. It all helps to make the product better including the customer service.
3. Kindness
It’s easy to become frustrated and angry when you feel you’ve been wronged. Or if you’ve had a really bad experience with a business or organization.
But think about the last time you grew angry with a customer service person…
Did your anger help the process?
In my experience, nearly 100% of the time it’s better to have kindness. It makes things easier, faster and more likely to resolve. Both from the side of the customer and from the person working to solve the problem.
You can be frustrated and kind. You can even be angry and kind.
Another part of this from the customer service employee is to have respect and empathy for the customer. Try to see their perspective. That’s not always easy when you’re always working for the company.
And respect them. Everyone in this world deserves the benefit of the doubt until they prove, I say multiple times, that they don’t deserve it.
4. Decisiveness
I’ve always found that being decisive works in the long run.
Obviously you don’t want to make a bunch of flippant decisions. But if you’re seeing progress over time and trying to make the right decisions, while still making decisions quickly, then you’re doing a good job.
Be a person in customer service that makes decisions and takes action. With the best interest of the customer and the company in mind.
Perhaps the worst thing to do in customer service is to delay.
5. Long-Term Focus
Some customer service issues require all hands on deck in the short-term. But have a long-term perspective as much as possible. Think about the long-term benefit for the company. And also for the customer.
This can help when dealing with a customer that is angry. Thinking long-term can help you realize that the anger will likely pass. They’re probably in a stressful state. You can work through that and get to the real information that will help you solve the issue.
It also helps with monetary issues. For example, giving away something for free today, perhaps a month’s worth of something, can help save a contract that will last for several more years with all those years being profitable.
Conclusion
Customer service has been important for a long time. Job trends show that it’s growing in importance. That’s a reality for just about any business. It’s something to pay attention to, hire for and train for. Hopefully these tips help you in those efforts.