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With Valentine’s Day quickly approaching, there is a great opportunity to appreciate the special people in your life. February is described as the 'Month of Love' but this love is not limited to those in a relationship. On this day, customers and consumers also look for ways to show their love to those around them.
It can be difficult to ignore this particular day, even if you want to - the reminders are everywhere you go. Marketers and retailers put on a great show to encourage shoppers to buy gifts for a special person.
This year, businesses need to take time to reflect on the relationships they have established with their customers. Most businesses focus on marketing and selling their products in time for Valentine's Day, but forget that their customers also want to feel appreciated.
This Valentine’s Day, customer service managers can join in on the fun and show appreciation and love for their customers by following these 5 tips.
1. Engage with your Customers
This is an opportunity for you to engage with your customers. Make them feel special on Valentine’s Day. You have to focus on their individual needs and customize your engagement approach to match them. When your customers feel that their needs have been met they are more likely to remain loyal.
2. Listen
Customer service managers cannot ignore the value of listening to their customers. You need to be a great listener: pay attention to what they are saying. Hearing what they are saying is not enough- you have to listen carefully. It is difficult to pay attention when there are several internal and external distractions. Hard as it may be, it is possible to shut everything else out and listen to your customers. Do not try to offer a solution before the customer has finished talking. Active listening is important for good customer service. Customer service fails when you only choose to hear what you want. Listen to the customer even if they are complaining about something you cannot address.
3. Offer a Gift
Customers appreciate gifts, especially when they are not expecting them. Valentine’s Day should not pass unnoticed by your customers. Offer a gift to each customer who makes a purchase. Think of something functional that will ensure your customers keep you in mind. It would be appropriate if the gift is connected to the service or products that your business offers. A gift is a great way for customer service managers to show love to their customers this valentine.
4. Sort out Issues
There are days when a customer presents a problem that you do not really know how to solve. This Valentine’s Day, go out of your way to solve all the issues that your customers present to you. The complex nature of the problem should not deter you. Listen to the customers’ problems and once they have finished talking, ask them to give you time to find a solution. Call the customer back as soon as you have a solution. If the issue has not been addressed by the end of the day, it is important to call the customers and inform them of any updates. The customers will feel appreciated because you have gone out of your way to address their concern.
5. Create Flawless Customer Experiences
As a customer service manager, you should be prepared to listen to customers’ needs. Your response has a significant impact on their experience. It is impossible to give customers everything that they want each time; however, you can compromise to ensure that both you and the customer are pleased with the outcome. On most occasions, you have to negotiate with a customer and this involves a lot of internal politics and revisions. On Valentine’s Day, your customers should enjoy a flawless experience. You may have to work tirelessly to give them what they want but when you are engaging with them, you remain professional. This will help to establish both respect and trust, which are vital for a long term relationship.
To sum up, this Valentine’s Day is an opportunity for you to be creative. Think about your customers and what they need. It is easy to please customers once you identify the right thing to say or do.
Matthew Thomas is the Lead Writer & Editor of CXperience Blog and Customer Experience Specialist at WalkMe. Follow him @blogcx.