In times of continuous investment in the automation of tasks and an increasingly common coexistence with robots in telephone contacts and on social networks, the customer is often considered just a number. But companies that insist only on this type of interaction will certainly not survive in the market. It is here that humanized care makes all the difference: it is necessary to reconcile technology and humanization. A mechanized question script can make the customer feel unimportant and undervalued, generating frustration and a search for competition.
Do you want to prevent this from happening? Then see below how to adopt humanized care.
Customer service is the company's opportunity to make a good impression and establish a bond with its audience. That cold, mechanized communication was no longer interesting, and today the idea is to show empathy and be attentive to the public's wishes.
Thus, the customer arrives at the point of sale with a specific demand and finds a salesperson prepared to serve him, listening to his requests, understanding his problem, and, finally, offering a product that fits his needs perfectly. Humanized service is, therefore, a different way of establishing contact between the customer and the company. The idea is to transform this moment into an opportunity to get to know you better and establish a bond of trust.
That is the most important question. How to apply this idea in practice?
Well, the first step is to train your service team. Your employees must be prepared to seek results, that is, to seek a solution to customers' problems, and not to memorize ready-made phrases. They need to be able to think at the time of service and identify ways to make this process more efficient, not only for the benefit of the company but to make a difference for the customer.
The second step is not to limit yourself to a passive position. This is the mistake of many companies: if the customer wants service, he has to go for it. Instead, when there is a more active stance, your company demonstrates that it cares about customer well-being and satisfaction. This is the feeling behind the humanization of care: genuinely caring.
The third step is to be aware of customer stories. This is a recommendation, above all, for the manager of the service team. Does this manager know at least some of the stories of the people with whom his team deals daily? And, here it is about success stories as well as those in which the result was not satisfactory.
Know the details, understand how the contact between the company, and the customer developed and what the outcome was is a way to identify the real flaws in the process and move towards continuous improvement. At the same time, it is also a valuable reminder that you are responsible, in some way, for all those people. Every time a customer calls or accesses your company's chat, it is because of a real need. Then, after the service is over, he may be satisfied, or he may be frustrated. And you can define which of these scenarios will materialize in that person's life.
It is interesting to see how investing in the humanization of service and the enchantment of your client impacts the way he sees your brand and how he becomes an ambassador. Therefore, investing in this relationship and in the way the service is provided is one of the best ways to retain your customer and influence them to increase their average ticket in your company.