What is good customer service?(helpjuice.com)
helpjuice.com
What is good customer service?
http://www.helpjuice.com/blog/what-is-good-customer-service
13 comments
It's all good that we want to have quick response to customer complaint, but I would like to take a different angle on it. Good customer service is to have exceptional delivery to what the most important thing the customers want from you.
be careful of looking like you're overdoing it tho. some of the replies to the comments on the article are so generic, i assumed they were spam until i checked the author's link (reply to "Joel Parker Henderson" is awful, reply to "Doctor McFacekick" is medium terrible, reply to "Lucb1e" is pretty good).
it's a bit like being on hold--i'd far rather hear hold music uninterrupted for five minutes at a time than hear the robot break in every 15 seconds to reassure me that whoever i'm waiting for values my loyalty.
it's a bit like being on hold--i'd far rather hear hold music uninterrupted for five minutes at a time than hear the robot break in every 15 seconds to reassure me that whoever i'm waiting for values my loyalty.
According to Restoration Hardware, "CARING is the ultimate competitive advantage". They're just figuring that out now.
great customer service starts with a near perfect product. In a perfect world you would need customer service at all.
Nice article - btw, if you haven't checked out HelpJuice we use it for our KB at Adzerk and it is pretty awesome. (http://help.adzerk.com).
All the search data is used to create article stubs and reports that help us create better articles and documentation.
(this is totally unsolicited - I just genuinely like the startup and Emil has been awesome to us)
All the search data is used to create article stubs and reports that help us create better articles and documentation.
(this is totally unsolicited - I just genuinely like the startup and Emil has been awesome to us)
James! Thank you soo much for the kind words. You have no idea how much it means to us :-)
Hope you're satisfied with Helpjuice, as you know, you can always contact me directly if you need anything.
Hope you're satisfied with Helpjuice, as you know, you can always contact me directly if you need anything.
Seems crazy expensive for a "knowledge base". For comparison, ZenDesk starts at $20 per year for much, much more. UserVoice is $15/month. Etc.
Our bill for ZenDesk would be around $300/month - we have more than 3 agents. (we actually use SalesForce for helpdesk so we pay more than that)
For a business if it saves us a support case a week it is worth the $100 a month. Anything under $100/month is essentially the same price as soon as you reach any sort of scale/revenue. (I am sure this goes up as you grow as well)
For a business if it saves us a support case a week it is worth the $100 a month. Anything under $100/month is essentially the same price as soon as you reach any sort of scale/revenue. (I am sure this goes up as you grow as well)
What makes the best customer service today is the same thing that made the best customer service 100 years ago.
From the script of "Gosford Park":
"What gift do you think a good servant has that separates them from the others? It's the gift of anticipation. And I'm a good servant. I'm better than good. I'm the best. I'm the perfect servant. I know when they'll be hungry and the food is ready. I know when they'll be tired and the bed is turned down. I know it before they know it themselves."
From the script of "Gosford Park":
"What gift do you think a good servant has that separates them from the others? It's the gift of anticipation. And I'm a good servant. I'm better than good. I'm the best. I'm the perfect servant. I know when they'll be hungry and the food is ready. I know when they'll be tired and the bed is turned down. I know it before they know it themselves."
Echoing, great quote. "Gosford Park" has been sitting in my netflix queue for too long, time to watch.
Answer promptly and effectively. A client can contact you at any time throughout the day; if you hear that phone ringing you better get on top of it. Good luck finding additional business streams if you get a reputation for keeping your clients waiting.
I agree 100% with the first, disagree slightly with the second. You can be prompt and efficient at resolving your customer's problems and providing them with a quality gateway to the organization, but you can't do this if your support staff is innundated by the constant pressure of answring phones. Things will come to a head where hearing the phone ring starts to become a genuine fear of support reps and CSR's will start avoiding calls just to catch up.
This comes from experience, having worked for an established software company that sold a great product, but had very unrealistic and unsustainable philosophies about support, not to mention a severely undersized team (four support reps and about 600 clients in four time-zones and one in the south Pacific)
Don't take this the wrong way, I am not saying you should be shirking your customers, or trying to find ways to build barriers to accessing that first line of defense. However I am saying you also shouldn't just assume that because you have support personnel, any opportunity for self-help and self-education should be on the back-burner. What I mean is, if your organization already has tools to help customers find the answer they need, that should be on the forefront, in the customer's face and easily accessible.
Then, and only then if your learning resources have failed, are too vague, or perhaps just doesn't answer the question in a way the customer can digest, that's when door number two opens up and it's time to contact the organization. And from there, I'm with you; be a shining beacon, be a smiling face and a welcoming gate keeper. You can learn a lot about your customer base as well as the quality of your documentation by following this strategy.
If you want a qualitative and effective team, don't toss them into the middle of a category 5 hurricane, trying to answer phones and create tickets at the same time. This will erode quality AND effectiveness.
Great post, otherwise!
I agree 100% with the first, disagree slightly with the second. You can be prompt and efficient at resolving your customer's problems and providing them with a quality gateway to the organization, but you can't do this if your support staff is innundated by the constant pressure of answring phones. Things will come to a head where hearing the phone ring starts to become a genuine fear of support reps and CSR's will start avoiding calls just to catch up.
This comes from experience, having worked for an established software company that sold a great product, but had very unrealistic and unsustainable philosophies about support, not to mention a severely undersized team (four support reps and about 600 clients in four time-zones and one in the south Pacific)
Don't take this the wrong way, I am not saying you should be shirking your customers, or trying to find ways to build barriers to accessing that first line of defense. However I am saying you also shouldn't just assume that because you have support personnel, any opportunity for self-help and self-education should be on the back-burner. What I mean is, if your organization already has tools to help customers find the answer they need, that should be on the forefront, in the customer's face and easily accessible.
Then, and only then if your learning resources have failed, are too vague, or perhaps just doesn't answer the question in a way the customer can digest, that's when door number two opens up and it's time to contact the organization. And from there, I'm with you; be a shining beacon, be a smiling face and a welcoming gate keeper. You can learn a lot about your customer base as well as the quality of your documentation by following this strategy.
If you want a qualitative and effective team, don't toss them into the middle of a category 5 hurricane, trying to answer phones and create tickets at the same time. This will erode quality AND effectiveness.
Great post, otherwise!
Nothing wrong with these tips, but I don't feel like they added value to all the things I've read about customer service a dozen times already.
Sorry you feel that way, Joshua. I really tried my best to make this really helpful to readers.
Would love to hear your suggestions on what you hear good customer service is, Joshua.
Would love to hear your suggestions on what you hear good customer service is, Joshua.
The value is also in the discussion of the tips in these here comments.
Added: Such as the personal experience I had about turning negatives into positives.
Added: Such as the personal experience I had about turning negatives into positives.
"Do you remember the last time you sent an email and got a response back, within a minute saying, “FIXED. Really sorry that you had to experience that…” ?"
This is a perfect example of how you can turn a negative into a positive. From my own experience in the past I always noticed that if you make a mistake with a customer job but correct the mistake really quickly you actually form a bond with the customer that is much stronger than if you never made the mistake in the first place. You actually gain because of the error as long as the customer isn't in really bad shape as a result of it. (Of course you would get diminishing returns if you had to correct more than a small number of mistakes in any given time period obviously.)
This is a perfect example of how you can turn a negative into a positive. From my own experience in the past I always noticed that if you make a mistake with a customer job but correct the mistake really quickly you actually form a bond with the customer that is much stronger than if you never made the mistake in the first place. You actually gain because of the error as long as the customer isn't in really bad shape as a result of it. (Of course you would get diminishing returns if you had to correct more than a small number of mistakes in any given time period obviously.)
Thanks!
Do you have any other examples where you've seen companies take the negative and turn it into a positive?
Would love to hear them
Do you have any other examples where you've seen companies take the negative and turn it into a positive?
Would love to hear them
When I was first getting started, it was common for new users to find little bugs here and there. I'd generally be able to fix them within minutes of the customer contacting me, and that really impressed them. The customers who found bugs were actually happier than the ones that didn't, because the people that didn't find bugs never had an excuse to contact us, so they didn't know we offered great customer service.
I used to joke with my co-founder that we should intentionally add a small bug for all new users so that we could "fix it" immediately after they reported it. We obviously didn't actually do that because it's incredibly shady, but I think it would end up resulting in happier customers in the long run.
I used to joke with my co-founder that we should intentionally add a small bug for all new users so that we could "fix it" immediately after they reported it. We obviously didn't actually do that because it's incredibly shady, but I think it would end up resulting in happier customers in the long run.
"because the people that didn't find bugs never had an excuse to contact us, so they didn't know we offered great customer service."
Exactly the point I was making.
Same applies to a service contract.
If you offer a service contract for a price and the customer never has a problem they are less likely to renew the contract.
I've noticed that the home warranty people cheerfully and quickly take care of any claims so to motivate you to renew your contract for the next year.
Exactly the point I was making.
Same applies to a service contract.
If you offer a service contract for a price and the customer never has a problem they are less likely to renew the contract.
I've noticed that the home warranty people cheerfully and quickly take care of any claims so to motivate you to renew your contract for the next year.
We do it all the time - it's YC 101.
We have two Android apps and we get our share of 1-star drive-bys. Usually less than 5% of those actually follow up with a feedback.
We answer EVERY user feedback including international users. I have Google Translate permanently open as a tab and reply in both English and their language.
Our responses have done three things for us:
- It's converted almost every 1-star we've received into a 5-star
- Our users praise us with lots of 5-star ratings just for our customer service
- We get far fewer impulse 1-stars. They read the comments and see that we really do follow up and fix things so they try that first.
I've also handled many very angry emails. With those I take time to explain fully what's going on as passively and politely as I can. Every one of those has turned around positively.
Finally, we don't like to say stuff like "Really sorry that you had to experience that". These days that sounds like the insincere spin we hear from big companies. We just get to the point and use a happy emoticon. I only apologize if it fits the mood.
We have two Android apps and we get our share of 1-star drive-bys. Usually less than 5% of those actually follow up with a feedback.
We answer EVERY user feedback including international users. I have Google Translate permanently open as a tab and reply in both English and their language.
Our responses have done three things for us:
- It's converted almost every 1-star we've received into a 5-star
- Our users praise us with lots of 5-star ratings just for our customer service
- We get far fewer impulse 1-stars. They read the comments and see that we really do follow up and fix things so they try that first.
I've also handled many very angry emails. With those I take time to explain fully what's going on as passively and politely as I can. Every one of those has turned around positively.
Finally, we don't like to say stuff like "Really sorry that you had to experience that". These days that sounds like the insincere spin we hear from big companies. We just get to the point and use a happy emoticon. I only apologize if it fits the mood.
Wow. That's amazing. You guys should blog about this. I can imagine the results on the return of doing this must be astonishing :)
Porsche flew a new transmission in from Germany at a cost of thousands (very heavy) to repair a defective one in new 2012 911 with only 400 miles. The new transmission was hooked up improperly by the tech (forgot to snap something in) so they had the tech return from home that night and fixed the problem.
The problem wasn't even major and the car was functioning.
The problem wasn't even major and the car was functioning.
GrubHub: I tried to unsubscribe but the link was broken. I sent them an email, and within minutes got an email back saying they had unsubscribed me. Amazing response time and solved my problem!
I'd add one more item to this list: If you can't give your customer what they're asking for, explain why.
I regularly take calls from people asking for features that we don't offer (and probably never will). They normally start out annoyed that we don't have what they want, but after I explain why we can't offer the feature, they normally understand completely and it doesn't seem to bother them at all.
Most customers don't have much perspective about your business. They know what they want, and they're not really thinking about how it might effect the overall experience. If you just say, "no, we don't have an iPhone app" they'll think you're brushing them off. Instead say, "I totally understand why you want an iPhone app, but if we made an iPhone app we'd also have to make apps for Android and Blackberry which would mean we couldn't spend nearly as much time focusing on making the core product better, which is why we have a mobile website which will work on all platforms". The customer wasn't thinking about that when they requested/demanded the feature. By explaining your reasoning, you're telling them that you really are listening to them and considering their ideas, but there are good reasons why you can't give them exactly what they want.
I regularly take calls from people asking for features that we don't offer (and probably never will). They normally start out annoyed that we don't have what they want, but after I explain why we can't offer the feature, they normally understand completely and it doesn't seem to bother them at all.
Most customers don't have much perspective about your business. They know what they want, and they're not really thinking about how it might effect the overall experience. If you just say, "no, we don't have an iPhone app" they'll think you're brushing them off. Instead say, "I totally understand why you want an iPhone app, but if we made an iPhone app we'd also have to make apps for Android and Blackberry which would mean we couldn't spend nearly as much time focusing on making the core product better, which is why we have a mobile website which will work on all platforms". The customer wasn't thinking about that when they requested/demanded the feature. By explaining your reasoning, you're telling them that you really are listening to them and considering their ideas, but there are good reasons why you can't give them exactly what they want.
I think one of the reasons for that, can be derived from "How to Win friends and influence people"
People like to feel important. Now, that's not to say your customers are arrogant, or self-centered, but, people really like it when you make them feel important by complying wit their ideas, and responding to them, in the most sincere way possible.
People like to feel important. Now, that's not to say your customers are arrogant, or self-centered, but, people really like it when you make them feel important by complying wit their ideas, and responding to them, in the most sincere way possible.
The convex is doubly true. I used to use a quite popular simple note-taking app for iOS, and just wanted to change the font to something monospaced.. The developer's reply was "no".
Just as bad is an insencere canned "Thanks! We'll consider it for a future version!" reply..
Just as bad is an insencere canned "Thanks! We'll consider it for a future version!" reply..
[crossposted from FaceBook]
The best customer service I ever got was when I was buying an engagement ring (about 12 years ago, from Blue Nile's website). It took weeks to resolve, but every step of the way the rep (Sean P -- made a big enough impression that I remember his name) communicated clearly what the problem was on their end, what solution he was looking into, and how long it would take before he had an answer for me. He was also laser-focused on making sure the solution would work for me -- right style of ring, equal or better quality to what I'd ordered, in time for me to propose.
Excellent customer service consists of being dedicated to fixing the problem, making sure that your fix will work for the customer, and being so responsive and persistent in communication that they know those things.
The best customer service I ever got was when I was buying an engagement ring (about 12 years ago, from Blue Nile's website). It took weeks to resolve, but every step of the way the rep (Sean P -- made a big enough impression that I remember his name) communicated clearly what the problem was on their end, what solution he was looking into, and how long it would take before he had an answer for me. He was also laser-focused on making sure the solution would work for me -- right style of ring, equal or better quality to what I'd ordered, in time for me to propose.
Excellent customer service consists of being dedicated to fixing the problem, making sure that your fix will work for the customer, and being so responsive and persistent in communication that they know those things.
[crossposted from FaceBook]
I can't stress how much I agree with you, Tom. We should really highlight this on the blog, wish you posted it as a comment.
I can't help but ask...do you think that's because the industry their in is high-margin, or ?
I can't stress how much I agree with you, Tom. We should really highlight this on the blog, wish you posted it as a comment.
I can't help but ask...do you think that's because the industry their in is high-margin, or ?
Good customer service is doing everything that you can for your customer that doesn't make them want to dump you and jump to your nearest competitor.
An often quoted statistic in marketing and sales is that it is 10 times more costly to acquire a new customer than to do the things necessary to retain an existing one.
An often quoted statistic in marketing and sales is that it is 10 times more costly to acquire a new customer than to do the things necessary to retain an existing one.
Sometimes we get too carried way by acquiring new customers that we don't sit back and think whether our customers are really satisfied.
And the problem is, we can never satisfy everyone as we're all different.
And the problem is, we can never satisfy everyone as we're all different.