Sometimes working in customer service may seem extremely draining. However, if everything is managed right it may become one of the most exciting and gratifying jobs. Whenever your customers complain you can see this as an opportunity to improve. In case of angry customers, you have a chance to test your communication and listening skills and develop your own experience of dealing with difficult clients. There can be positive in each complicated case, especially when you feel that sense of completion when you have managed to help. These 10 customer service quotations for positive thinking will help you never afraid of complicated cases and inspire to provide excellent assistance.
Unhappy customers help you improve
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
When your customer is unhappy and comes to complain, you are lucky, this is your chance to improve and fix the issue. In fact, according to Esteban Kolsky 91% of customers who are unhappy with a brand will just leave without complaining. This means that you just need to look at complaints from a different perspective and transfer each of them into an opportunity to make products or services better.
You cannot know everything, but you can learn
“People do not care how much you know until they know how much you care.” – Teddy Roosevelt
Do not be afraid to show that there is something you do not know. Each customer appreciates fast and professional assistance. However, there can be situations when you really cannot help right away and need time to investigate the issue or ask your colleague for a piece of advice. In such situations your friendly tone and sincere desire to assist will show that you really care and work hard on finding a solution. Just let your customers know that you do your best in this situation.
Kind words have power
“Kind words do not cost much. Yet they accomplish much.” – Blaise Pascal, Mathematician, physicist and inventor
In customer service you have a unique opportunity to use the power of positive words and phrases without taking a lot of effort. Just try and see how a single kind word can change the whole tone of the conversation.
Close collaboration with customers makes wonders
“Ask your customers to be part of the solution, and don’t view them as part of the problem.” – Alan Weiss, Author “Million Dollar Consulting”
While solving an issue, try to find out as much information as possible with help of your customers. They will gladly provide details, you just need to ask. Stop guessing, let your customers help you and solve the issue together. You both will definitely feel satisfied after close collaboration while searching for the right solution. By working together you will better understand your customer and your conversation will be positive and natural.
Take responsibility and admit mistakes
“Don’t find fault. Find a remedy.” – Henry Ford, Founder Ford Motor Company
Whenever your customer complains and you see that it was not your fault, never try to find the person who failed. Just admit, apologize and offer a solution. Your customers do not care who made a mistake. They just want to get whatever they need. Your positive words and phrases will take the strain off and help find the right solution.
The power of word of mouth
“Courteous treatment will make a customer a walking advertisement.” – James Cash Penney, Founder J.C. Penney Stores
We all know the power of word of mouth. It’s a free form of advertisement or promotion that is triggered by an event a customer experiences. However, this is not just about providing positive experience, it’s about WOWing your customers and going the extra mile for them. If you are ready for this, your customers will be grateful and share with their friends their wonderful experience with your brand.
Customer loyalty is not the same as repeat business
“Repeat business or behavior can be bribed. Loyalty has to be earned.” – Janet Robinson, Former President and CEO of The New York Times Company
It may be easy to hook customers, but the most difficult task is to retain them. According to the research by Bain & Company a 5% increase in customer retention correlates with at least a 25% increase in profit. The effort you take to earn customer loyalty will pay off in future. Moreover, most loyal customers may become your brand advocates and spread the word about it.
Loyalty is something deeper than satisfaction
“There is a big difference between a satisfied customer and a loyal customer.” – Shep Hyken, Author and Customer Service Speaker
Customer loyalty is the result of exceptional and positive customer experience provided by a brand. To satisfy your customers you need just to provide good customer service and meet expectations. Customer loyalty cannot be earned after a single positive experience. It is a long way and hard process which includes effort not only of your customer service team but also marketing and sales teams who need to develop customer retention strategy as well as customer loyalty programs.
Customer complaint is your rare opportunity
“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” – Marilyn Suttle, Success Coach
Any customer complaint gives you that rare chance to talk to your customer about where you failed. This helps you understand what kind of issues you need to fix and where you need to improve your products or services. Whenever your customers complain, thank them and use those rare opportunities to grow your business and customer service quality. Just think about complaints positively and you will see how this changes your business.
Put your customers first
“If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.” – Ray Kroc, Founder McDonald’s
Real customer advocates cannot be simply hired, you need to grow them and train to understand your customers and meet their expectations. If customer service quality together with positive thinking are your main priorities set for customer training your business will become successful. By putting your customers first you will built healthy and lasting relationships with them. This is done at McDonald’s every day.
I hope these customer service quotations helped you look at customer complaints and angry customers from a different perspective. Positive thinking can change the way you talk to your customers as long as your attitude to complicated situations. It can also reduce stress and negativity around you. Just think positively and put your customers first. If this helps in your customer service workflow, share your success story in the comments to this blog post.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.