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About a month ago, a colleague told me a story that I blogged about concerning HughesNet not delivering on service. This week, that same colleague relayed the following story on how HughesNet delivered exceptionally well on service. I am pleased to tell you about how HughesNet redeemed itself in the eyes of my colleague.
Real world story: “I’m sure this happens all the time, right? I was cleaning my desk and accidentally dropped my HughesNet satellite modem on the floor. The modem stopped working completely. No lights, no service. So I called HughesNet to report the problem. Immediately upon answering the phone, the agent stated his name. This was a good start. He then asked for my name and used it throughout the entire interaction. After I explained what had happened, the agent asked if he could verify what I had just explained to him. He had indeed understood the problem. He then went on to explain that he had a process that he needed to run through with me in order to make sure that the modem was not repairable and, therefore, I would need to have a new modem shipped to me. We ran through his process, and he determined that I would need a new modem. After verifying my address, he gave me a case number, a UPS tracking number, a call back number, and the date I should expect to receive the new modem. He also explained that I would need to return the broken modem in the same box that I received, which would include a return label. He said to please call back if I did not receive the modem through UPS on the date he had specified. The agent had covered every single detail, leaving me with absolutely no questions. The transaction was smooth and expedient.”
Strategies that Turn it Around:
- Names matter: When you ask customers for their names and you use them throughout your interactions with them, they will feel like actual people and not like the next number in a long line of waiting customers. And providing your name to customers gives them a sense that you are taking personal responsibility to fix their problems.
- Repeat the problem to the customer. Nothing infuriates customers more than misunderstandings. Once a customer has explained his or her problem, repeat it back to the customer. This ensures that you understand what the customer needs, and customers will feel that you are taking your time to understand and fix their issues instead of barreling through the interaction just to be rid of them.
- Be thorough and precise: Customers love details. They want backup information that confirms you have taken care of their problems. They also want backup information just in case they have to call you back. Giving customers all the details they will ever need gives them a sense of having some control over their issues. And this leaves customers feeling like they’ve received the best service in the world.
Remember: Customers want to feel acknowledged, understood, and like they have some control over their problems. With a few simple strategies, you can make your customers feel important and cared for. And that is a winning recipe for delivering great customer service.
What do YOU do to ensure that your customers feel like they’ve received the best possible service?