Super Customer Experience: Feelings Aren’t Random
by Kate Nasser |
Super customer service experience is about positive feelings but leaders grouse “we can’t build a business on the randomness of feelings.” Well in super customer experience, feelings are not random. We just need to look in the right place.
The feelings are behind the impact – coming and going!
Capture the Feelings Behind the Impact!
Customers come for one of two desired feelings: ease their pain and/or experience gain. What we do results in one of two feelings for the customers — positive or negative.
The Impact of Their Problem.
Instead of getting caught up in just the details the customers speak, we need to hear the impact of their problem or request. When a network is down and the customer can’t do their work, it’s the impact of this void that causes the feelings. Understand the impact and we capture the feelings that tell us how to deliver a super customer experience.
The Impact of Our Approach.
At every connection with the customers, our approach — conversation, empathy, processes, design, decisions, and actions — affect the customers’ pain or gain. When we first understand the impact of their problem, we can choose appropriate actions for a positive impact and super customer experience.
The Impact of Previous or Repeated Trouble.
It’s easy to deliver a super customer experience when there has been previous or repeated trouble — if we hear the feelings of frustration behind the impact. The customers are craving relief from pain and confusion; the relief we give is amazingly positive!
The Impact of Heart-Based Service.
If we live a narcissistic culture and focus on our success, our approach and connection often increases the customers’ pain and reduces their gain. As we focus on our procedures, we leave them stuck in frustration and far from the gain they seek. As we push self-service to reduce costs, we alienate those who need interaction to work with us. As we ignore their suggestions for improved service, we tell them that our view is more important than their needs. From this we lose them to the competition who sees the pain and void we left behind.
If instead we approach every aspect of customer experience with a culture of heart-based service, we meet their expectations by relieving their pain or delivering a gain. We earn their trust, gratitude, and repeat business. From the heart, never fails with customers.
[A special thanks to executive coach Lolly Daskal for the phrase "heart-based". She inspires thousands around the globe with her heart-based leadership programs and her weekly leadfromwithin chat on Twitter.]
Leaders often ask me: What is the one thing that everyone in the organization should do to deliver super customer experience?
Listen for the feelings behind the impact and take the approach that relieves the pain and delivers the gain.
This year, I will have many workshops and sessions on this very topic. Join in the learning and receive the gains!
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.