12
while keeping a positive spirit CUSTOMER CARE 10 simple tricks for mastering

10 simple tricks for mastering customer care while keeping a positive spirit

Embed Size (px)

DESCRIPTION

I spent a fair amount of time doing crisis management and after having thousands and thousands of people approaching the brand I was responsible for in an extremely furious manner, I had to learn how to keep people at ease very quickly. Back then I came up with a series of tricks and tested and expanded them on the job as a community manager. I hope they help you do great customer support. Email me for additional tips and observations. Thank you.

Citation preview

Page 1: 10 simple tricks for mastering customer care while keeping a positive spirit

while keeping a positive spiritCUSTOMER CARE10 simple tricks for mastering

Page 2: 10 simple tricks for mastering customer care while keeping a positive spirit

Make people feel special. // They went through the trouble of writing to you. They most certainly are special for your business.

01

Page 3: 10 simple tricks for mastering customer care while keeping a positive spirit

Be as human as you can be. // If the branding of the product you represent is not status-driven, don’t act like an anonymous brand. People like to interact with people.

02

Page 4: 10 simple tricks for mastering customer care while keeping a positive spirit

Check back on the people who wrote to you. // They should be the ones to know about new developments before everyone else does. Turn them into ambassadors. It’s more likely to work out.

03

Page 5: 10 simple tricks for mastering customer care while keeping a positive spirit

All negative feedback can be turned into a positive interaction with your brand. // Be empathetic, ask more questions, be open to ideas.

04

Page 6: 10 simple tricks for mastering customer care while keeping a positive spirit

If you cannot answer a question directly, don’t address it directly. // There are many ways to give a satisfying response. Talk about the things you can talk about. Say that you’ll be in touch as soon as you know more. And get in touch eventually.

05

Page 7: 10 simple tricks for mastering customer care while keeping a positive spirit

Acknowledge that a mistake happened on your side. // Never make anyone feel stupid. Ever.

06

Page 8: 10 simple tricks for mastering customer care while keeping a positive spirit

When someone complains about something, show them you’re on their side. // Choose your words wisely. You can be on someone’s side in many ways.

07

Page 9: 10 simple tricks for mastering customer care while keeping a positive spirit

When an email makes you furious, don’t answer immediately. // Do it the next day, first thing in the morning. And follow all the tricks mentioned above.

08

Page 10: 10 simple tricks for mastering customer care while keeping a positive spirit

When you notice your tone is a little too cold, ask someone to help you. // The email is written. You just need some corrections: get some tips from someone who isn’t emotionally attached to the issue.

09

Page 11: 10 simple tricks for mastering customer care while keeping a positive spirit

End your emails with an open question. // You don’t want to be the one who shuts ‘the door’. Now they started a conversation, keep it going. Ask for more feedback.

10

Page 12: 10 simple tricks for mastering customer care while keeping a positive spirit

@kathmography [email protected] YOU WANT TO ADD?