Prashna Consulting | PESPL

𝘽𝙚𝙮𝙤𝙣𝙙 𝙩𝙝𝙚 𝙎𝙪𝙧𝙛𝙖𝙘𝙚: 𝙏𝙝𝙚 𝙃𝙪𝙢𝙖𝙣 𝙏𝙤𝙪𝙘𝙝 𝙞𝙣 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝘾𝙖𝙧𝙚! 𝗔𝗰𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝘁𝗵𝗲 𝗳𝗲𝗲𝗹𝗶𝗻𝗴𝘀 of your customers! Understanding customer concerns requires more than a superficial glance. Encourage your support team to delve deeper into each point raised by the customer. This may involve asking 𝗳𝗼𝗹𝗹𝗼𝘄-𝘂𝗽 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀, seeking clarification, or even 𝗿𝗲𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲 𝗿𝗲𝗽𝗼𝗿𝘁𝗲𝗱 𝗶𝘀𝘀𝘂𝗲 to gain firsthand insights. A simple, "𝗜 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱 𝘆𝗼𝘂𝗿 𝗳𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻" goes a long way. It shows you're not just a robot churning out responses, but a human who cares about their cheesy disappointment. Think about calling your internet service provider to report slow internet speeds. An effective customer care agent would not only acknowledge the speed issue but would also investigate the potential causes, such as router settings or network congestion. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention

𝙁𝙧𝙤𝙢 𝙊𝙫𝙚𝙧𝙡𝙤𝙖𝙙 𝙩𝙤 𝙋𝙧𝙚𝙘𝙞𝙨𝙞𝙤𝙣: 𝘼 𝙂𝙪𝙞𝙙𝙚 𝙩𝙤 𝘿𝙞𝙜𝙚𝙨𝙩𝙞𝙗𝙡𝙚 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝘾𝙤𝙢𝙢𝙪𝙣𝙞𝙘𝙖𝙩𝙞𝙤𝙣! Long, rambling customer complaints? Chunk them into 𝗱𝗶𝗴𝗲𝘀𝘁𝗶𝗯𝗹𝗲 𝗽𝗼𝗶𝗻𝘁𝘀. Ask 𝗰𝗹𝗮𝗿𝗶𝗳𝘆𝗶𝗻𝗴 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀, like, "So, the cheese was lacking, and the mushrooms were shrivelled?" This shows you're paying attention and helps you understand the pizza-shaped picture. In the era of information overload, it's easy to get lost in lengthy customer messages. Teach your support staff to break down customer communication into clear, digestible points. This not only aids in comprehension but also streamlines the resolution process. Consider a scenario where a customer reports issues with a software application. Breaking down the communication might involve addressing login problems, error messages, and functionality concerns separately to ensure no crucial details are overlooked. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention

𝘿𝙞𝙩𝙘𝙝 𝙩𝙝𝙚 "𝙋𝙧𝙤𝙗𝙡𝙚𝙢, 𝙎𝙤𝙡𝙪𝙩𝙞𝙤𝙣" 𝙏𝙪𝙣𝙣𝙚𝙡 𝙑𝙞𝙨𝙞𝙤𝙣- Focus on Customer Goals, Not Problems 𝗔𝗿𝗲 𝘆𝗼𝘂 𝗳𝗼𝗰𝘂𝘀𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲 𝗴𝗹𝗶𝘁𝗰𝗵 𝗼𝗿 𝗮𝗿𝗲 𝘆𝗼𝘂 𝘇𝗼𝗼𝗺𝗶𝗻𝗴 𝗶𝗻 𝗼𝗻 𝘄𝗵𝗮𝘁 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘄𝗮𝗻𝘁𝘀 𝘁𝗼 𝗮𝗰𝗵𝗶𝗲𝘃𝗲? Hearing and understanding what your customers say is not about just fixing the immediate problem (though that's important too), it's about understanding 𝘁𝗵𝗲 𝗱𝗲𝗲𝗽𝗲𝗿 𝗻𝗲𝗲𝗱 𝗯𝗲𝗵𝗶𝗻𝗱 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁. Think about ordering food from a delivery service. If you receive the wrong item, a customer-centric response would involve acknowledging the error and ensuring the correct dish is delivered promptly, rather than simply issuing a refund. Let us look at one more example. Imagine you walk into a hardware store looking for a specific type of screw to fix a loose cabinet handle. Instead of immediately directing you to the screw aisle, the sales associate takes a moment to understand that your 𝘂𝗹𝘁𝗶𝗺𝗮𝘁𝗲 𝗴𝗼𝗮𝗹 is to secure the handle and prevent further damage. This is the approach your customer care staff should adopt. By focusing on what the customer wants to achieve, rather than just the reported problem, you can provide more tailored and effective solutions. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention

𝗠𝗮𝘀𝘁𝗲𝗿𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗮𝗿𝗲: Avoiding Pitfalls with Strategic Communication! In the fast-paced world of customer care, effective communication is the key to retaining your hard-earned customer base. One common pitfall that many businesses face is the tendency to partially read customer communications, leading to frustrated clients and a potential loss of trust. In this week’s post series, we'll explore 𝗳𝗼𝘂𝗿 𝗲𝘀𝘀𝗲𝗻𝘁𝗶𝗮𝗹 𝘀𝘁𝗲𝗽𝘀 to train your customer care staff, ensuring they focus on understanding and addressing the customer's needs rather than merely resolving surface-level problems. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #Prashnaconsulting #Organisationdevelopment #EffectiveCommunication #CustomerRetention

Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CustomerExperience #EffectiveCommunication #CustomerRetention

Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerExperience #ExceptionalService

𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝘾𝙖𝙧𝙚 𝙀𝙭𝙘𝙚𝙡𝙡𝙚𝙣𝙘𝙚: 𝙁𝙧𝙤𝙢 𝙁𝙧𝙪𝙨𝙩𝙧𝙖𝙩𝙞𝙤𝙣 𝙩𝙤 𝘼𝙥𝙥𝙧𝙚𝙘𝙞𝙖𝙩𝙞𝙤𝙣 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗮𝗿𝗲 (𝗖𝗖): Hello! This is Poonam, thank you for reaching out to us. I'm sorry to hear about the mix-up with your order. I understand you ordered the pasta with marinara sauce. Is that correct? 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 (𝗖): Yes, that's right. I was really looking forward to it. 𝗖𝗖: I apologize for any inconvenience caused. To make this right, we will arrange for the correct pasta with marinara sauce to be delivered to you as soon as possible. Would that be suitable for you? 𝗖: Yes, that would be great. Thank you for fixing it. 𝗖𝗖: You're welcome! Additionally, as a gesture of goodwill, we'd like to offer you a discount on your next order. Does that sound fair to you? 𝗖: That's very kind of you. I appreciate it. 𝗖𝗖: Perfect! We'll process the correct order immediately, and you can expect it within the next 20 minutes. If you have any further concerns or questions, feel free to reach out. Thank you for your understanding and patience. 𝗖: Thank you for your quick response and for resolving the issue. I appreciate it. 𝗖𝗖: It's our pleasure. If there's anything else we can assist you with, please don't hesitate to ask. Enjoy your meal! If you were the customer in this scenario, what would be your emotions and feelings post the call? Share your views with us. Share with us and stand a chance to win a free management consultation session with us*. *- For the first five responses Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerCare #OrderIssues"

𝙍𝙚𝙨𝙤𝙡𝙫𝙞𝙣𝙜 𝙊𝙧𝙙𝙚𝙧 𝙊𝙤𝙥𝙨! 𝙉𝙖𝙫𝙞𝙜𝙖𝙩𝙞𝙣𝙜 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙁𝙧𝙪𝙨𝙩𝙧𝙖𝙩𝙞𝙤𝙣 📞 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗮𝗿𝗲 𝗚𝗿𝗮𝘇𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲 𝗣𝗿𝗼𝗯𝗹𝗲𝗺: 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗮𝗿𝗲 (𝗖𝗖): Hi, this is Poonam. I see you reported an issue with your order. Can you tell me what's wrong? 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 (𝗖): Yeah, I ordered pasta with marinara sauce, but I got a pizza with extra toppings instead. 𝗖𝗖: Oh, sorry about that. I'll look into it. So, you wanted pasta with marinara sauce, right? 𝗖: Yes, that's what I ordered. 𝗖𝗖: Okay, got it. We'll try to fix that for you. 𝗖: How are you going to fix it? 𝗖𝗖: We'll send you the correct order soon. Just give us some time. 𝗖: Alright, but it's frustrating. I was really looking forward to the pasta. 𝗖𝗖: Yeah, I understand. These things happen. We'll do our best to get the right order to you. 𝗖: Will I get a refund or something? 𝗖𝗖:Sorry that will not be possible. We can arrange for the pasta to be delivered fresh to you. 𝗖: Okay, fine. Just make sure the pasta comes soon. 𝗖𝗖: Sure, we'll get it sorted. Thanks for your patience. If you were the customer in this scenario, what would be your emotions and feelings post the call? Share your views with us. Share with us and stand a chance to win a free management consultation session with us*. *- For the first five responses Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerCare #OrderIssues

𝙁𝙧𝙤𝙢 𝘾𝙧𝙖𝙫𝙞𝙣𝙜 𝙩𝙤 𝘾𝙤𝙢𝙥𝙡𝙖𝙞𝙣𝙩 – 𝘼 𝙃𝙖𝙣𝙜𝙧𝙮 𝙅𝙤𝙪𝙧𝙣𝙚𝙮! Imagine this: You're famished, hangry (hungry+angry!), and stumble upon the perfect pizza place. You order your dream pizza, extra cheesy, pepperoni paradise with marinara sauce and the delivery guy arrives. But instead of that gooey, melty masterpiece, you get a sad, cheese-challenged monstrosity with a lonely, shrivelled mushroom. Ugh! You call to complain, expecting a quick fix. Stay tuned to know how this conversation continues…. Prashna Consulting | PESPL info@prashna.co.in +91 93238 33016 https://lnkd.in/dydTYnt #CustomerService #CommunicationTips #CustomerExperience