The Power Of “How Are You?” In Customer Service
Customers want their problems fixed.
Customer service representatives want to fix the problems of the customer.
How often do you receive customer service from a company and they say, “What can I do for you today?”
They get right down to business!
They’ll get you out and on your way with the working product you need.
While there isn’t any harm in this, where’s the personal connection?
From my experience, if I’m helping a customer with a challenging task or just I’m assisting them with a basic update, one thing I always make sure to fit in is, “How are you today?”
But, you have to actually want to know the answer to it.
Don’t just ask then begin talking about the next thing on your to-do list.
A customer may reply with a gazillion different answers, such as:
- I’ll be good when you fix my problem!
- I’m having a horrible day.
- My day would be better if I had the winning lotto numbers.
- I’m so frustrated because my problem.
- I’m doing wonderful, besides this.
- @#^$&*@*#*%#*(@(%*#&$*@&!!!
After your customer answers, replay their reply in your mind.
- What did they say to you?
- Can you gage their attitude and where they are mentally? Emotionally? How can this help you direct the customer experience to a positive path?
- How can you put yourself in their shoes to understand where they are coming from and reply accordingly?
The simple question of, “How are you?” opens the door to so much insight. It gives you the power to take control of the customer experience so that, later in the day, after they speak with you, when asked that question by someone else, they can say they had a much better day.
[custom_author=jenny]
You nailed it Jenny! I find that that the hardest thing for me to do is to listen to that response. To lay down my desire to fix their problem and get them on their way and pause long enough to make that connection with them. Great reminder!
Sometimes asking How are you can open a can of worms…but my feeling is, it is important to make the personal connection for sure. The connection far outweighs the possibility of getting hit with a negative response. People in general are nice. They may be affected by a problem but that is temporary. Understanding that you have the power to fix what troubles them is a great thing. Put on your cape and be a superhero, the world will be safe again soon. Great post Jenny.
xo
Sometimes asking How are you can open a can of worms…but my feeling is, it is important to make the personal connection for sure. The connection far outweighs the possibility of getting hit with a negative response. People in general are nice. They may be affected by a problem but that is temporary. Understanding that you have the power to fix what troubles them is a great thing. Put on your cape and be a superhero, the world will be safe again soon. Great post Jenny.
xo