It is common for you as the business owner to feel stressed and panic when there are customers call you to complain about your product, service, etc. While it is not such a pleasant experience, it is something that needs to be handled considerably. Customer experience does matter for your business because according to survey, customers are ready to choose another brand or company once they have one bad experience.
Using positivity to boost customer experience
The main factor to consider when trying to elevate your customer experience is by using positive, be it in the words ou pick or the gestures you show to your customers. By showcasing positivity, your customers will see you as an ally they can rely on. Therefore, it is best to teach your representatives and yourself about critical thinking skills and emotional intelligence to know how to use positivity.
Positivity to show support to your customers
When you showcase negativity to your customers, they will feel like they are not appreciated or supported. Hence, they are not ready to be loyal to your brand. Even negativity can be shown through words. Hence, the choice of words you use when talking with customers should be full of positive messages that make your customers feel supported.
Critical thinking to deliver positivity
To be able to show positivity to your customers, you need to learn how to develop your critical thinking. It is also something important your representatives need to learn. Critical thinking skill can be earned by practicing how to respond to top pain points of customers. Then, practice problem-solving that will become reasonable solutions for customers. Sharpening critical thinking will help you know what to say when interacting with customer.
Promote customer experience using emotional intelligence
Emotional intelligence comes hand in hand with critical thinking skill. You and your team members need to learn both. The purpose of developing and implementing emotional intelligence is to make you able to respond to customers without having any negative emotional reaction. With excellent emotional intelligence, you know what to say and do to make your customers feel heard and understood.
Formulating the best responses
It is important to do your best in finding solution for your customers. However, it is also just as important to learn how to present it in a way that will resonate with your customers. Do not brush off or invalidate your customer’s feeling just because you think you know what’s best for them. Make sure to let your customers know that they are heard and understood, and that you are willing to work with them in finding the best solution.
More than finding a solution
Through critical thinking skills and emotional intelligence, you and your representative will become better at formulating the best responses to your customers, in a way that come across as empathetic. This way, you will be able to see things more objectively. It also allows you to put yourself in your customer’s shoe so you can work toward solution that will build real connection with them.