- 12th April 2017
- Posted by: C4_admin_2016
- Category: customer loyalty, Employee Engagement
Decisions about what to buy and where to buy it, are all based on emotion. Your customers’ feelings about dealing with you are generally the biggest influence on their decision to buy.
Unfortunately many businesses still fail to consider their customers emotions – particularly when there’s a problem and stress levels are running a little higher than usual.
I had a problem with a well known telecoms company a few years ago made worse by the fact that I couldn’t get anyone to take responsibility for listening let alone resolving my problem. Its clinically proven that when we can’t control the things causing us stress we become more stressed. It isn’t just outrageous incidents like United Airlines forcible removable of a passenger that cause your customers stress. The strong feelings of frustration and helplessness I felt at that time mean I’m still talking about my experience today.
Delivering a great customer service experience isn’t just down to one person, it’s not simply about keeping a smile on your face, dealing with a dissatisfied customer or following customer service procedures. What customers feel directly reflects the ability of your whole business to manage their experience and expectations.
April is national stress month so do your customers, and your business, a favour – review your working practices to ensure your customers feel in control over what’s going on.
Here’s a few questions to get you started;
1. What aspects of your service are most likely to trigger strong feelings in your customers?
2. Can you make your policies and practices clearer and easier to understand?
3. How easy is it for your customers to talk with someone when they have a problem?
4. How well trained and supported are your employees to deal with unhappy, anxious customers?
Stress Awareness Month has been held every April, since 1992.
During this annual thirty day period, health care professionals and health promotion experts across the country join forces to increase public awareness about both the causes and cures for our modern stress epidemic.