Customer support team is more than just dealing with demanding customers. Strong understanding and effective persuasion are the driving factors of a good support team. Interest-based negotiation involves reaching a resolution that benefits both the company and the customer. It is a collaborative approach that promotes satisfaction and long-term relationships. In this blog, we will share how to offer interest-based customer service.
1. Achieving authenticity
By having honest customer service policies, your customers will know what to expect from your products. If your product lacks a specific feature, tell your customers so that they will review it based on the features that you do have. When the customer service team is focused on the customer's interests, they will be honest in their responses and won't hide product shortcomings, building customer trust and brand value.
Let your support team apologize if the product caused problems, but do not apologize endlessly. It doesn't matter what they say, apologizing after every line makes them seem fake. Support teams should avoid bombarding customers with apologies or stories or hiding product limitations in order to appease them.
2. Attending to details
While interacting with customers, support teams need to pay attention to details since most people remember only 20% of what they say. Support teams should be trained to ask situation- and interest-based questions, as customers are more likely to talk about their experiences and identify issues that concern them.
When your support team listens well to customers, they will learn to have empathy to identify customers' pain points and offer a customer-interest solution. Keep reminding and reassuring customers that their interests will be protected.
3. Going the extra mile
No support team enjoys receiving product failure calls and dealing with frustrated customers. It is not always easy to tell customers 'no', and there is no perfect way to do it. Ensure your support team explains why their request isn't possible rather than just giving them a simple refusal. The interaction must be transparent without any room for misunderstandings. The support staff should be empowered to offer customers extra discounts or exclusive features to enhance their experience.
Final Thoughts
Eliminate bias.
The support team of your company should be free of bias so that they do not end up giving extra concessions to frustrated customers with similar dialects, identities, or cultures. A support team's goal should be to avoid all forms of bias and work toward objective results. By teaching them to step back objectively, they can better prevent bias in the negotiation process.
Using Zendesk Suite (Support, Chat, Talk & Guide), support can be transparent in handling resolutions and ensure consistency in meeting demands. As a Zendesk partner, Zooloo offers a wide range of services, including sales, consulting, implementation support and integration. Get in touch with us at sales@zooloo.asia.
Are you looking for a full-service e-commerce solution? Using our DSM 2.0 suite, you can integrate e-commerce, CRM, and ERP to achieve a unified customer experience.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
