Customer service hacks aren’t really hacks at all – they will require a little input from you in order to be effective, but they certainly make delivering great customer service easier.
In this blog post, we will share a few of our tried-and-true tips that seem to make people like you right away – something that is essential in the customer service industry and makes the holidays feel so much merrier.
Here are 5 holiday customer service hacks that make people like you and help you start customer interactions off on the right foot!
5 Customer Service Hacks That Make People Like You
1. Mirror the customer’s behavior – unless it’s rude.
If a caller is bubbly and enthusiastic, you should act downright delighted to speak to them. If they are quiet and reserved, it’s best to take a muted approach yourself and mirror their behavior. As long as a customer or caller is being polite or at least neutral, you should mirror their actions and behavior to some extent to establish trust right off the bat. People tend to trust people that seem similar to them as it makes “judging” the other person an easier task – “Oh, Linda seems like a nice woman. She’s outgoing and bubbly like me!”
2. Repeat their last sentence as a question.
Some customer service hacks serve more than one purpose, and this is one such hack. By repeating the customer’s last sentence as a question, you accomplish two things:
- You gain a clearer understanding of their meaning by essentially asking for more detail
- You show the customer that you’re genuinely interested and are actively listening
Additionally, if you happened to drift off or lose track of your thoughts while a customer is speaking, repeating the last bit you heard as a question is a great way to get them to expound further on the topic so you can find your place again.
3. Empathize and sympathize more.
Customers like being empathized with when something goes wrong. If you can show your customer that you are imagining yourself in their situation or predicament and genuinely feel sympathetic, you establish a deeper connection with them right away. If a customer was late on a payment due to a death in the family, rather than immediately reading the policy’s rules to them, you could state your sympathy for their loss and try to extend the best offer or extension possible to them.
If a customer has had a major issue with your product or service, you should be sympathetic and empathize with them as well. Let them know you understand that it’s unpleasant, inconvenient, or completely terrible. Find a way to connect with them even if your business is in the wrong – that’s great customer service.
4. Use positive language instead of neutral or negative.
We’ve written a few posts about using positive words and phrases in customer service to set the right tone with callers and clients. It really is effective – if you pick up the phone and are much friendlier and positive than an angry customer expected you to be, it’s sometimes enough to stun them into politeness!
Check out these blog posts for examples of positive language to use in customer service:
- 50 Positive Words and Phrases to Use in Customer Service
- 6 Ways to Create a Positive Environment for Employees
5. Ask a deeper question when appropriate.
Finally, if the situation warrants it, you might ask a deeper question to better connect with a customer and “make them” like you instantly. If a customer seems to be talking about something they’re passionate about, or if a hint of something important to them is mentioned, you can gently probe to learn more. You might ask, “You said you’d just come back from the best vacation of your life in Fiji- I’m curious, what part of the country did you visit? It sounds wonderful!”
Try to steer clear of questions about relationships – “Are you married? Do you have kids?” etc. Don’t ask deeper questions unless you and the customer have already established a positive tone for the conversation.