Almost all businesses have a customer-facing aspect to them. Restaurants have waiters and cashiers. Boutiques have shop assistants. Software companies have project managers, sales people, and sometimes whole customer service departments. Even B2B companies need a point-of-contact to provide solutions.

Often, these employees will mean the difference between a company that is perceived in a positive light, and a company that appears not to care.

For this reason, every business—small or large—should understand what skills their customer-facing employees need, and should know how to speak to customers in order to foster a positive and long-standing relationship.

So what do customers want? Read on to find out.

1.    Customers want their problem solved fast.

Of course, this is the main reason why customer service exists — to assist customers in solving any issue(s) that they have with your product or service. This should always be the company’s No. 1 goal in establishing customer support. If you cannot help resolve the customer’s concern, there’s a great chance that you’re going to lose them, and feedbacks go a long way, especially if it’s a negative one.

2.    Customers want direct access to the person that can help solve their problems.

Nobody wants to run around the bushes. When the customer contacts you for resolution to their concern or issue, they need it now. If they feel like the person at the other end of the phone doesn’t know what he/she is talking about, they’ll start asking for someone else, or better yet, the manager. So see to it that your customer service reps are fully trained and are capable in handling different types of concerns so that the resolution time is short, and customers will feel satisfied with your service.

3.    Customers want your opinion, not the one you’ve been told to read off a piece of paper.

In reality, customers don’t want to hear what the company thinks is best, they want to hear what the human being working for the company thinks is best, especially given you’re the one with all of the experience.

4.    Customers want someone who will try to help them, even when that person isn’t necessarily the one with the answers.

They don’t care about your honest apology for not knowing the answer, they want you to be proactive, to go and find the solution to the problem. If you feel like you’re not that confident on how to explain the solution to their problem, you can ask for assistance from your superior, or you can promise the customer to send them an email explaining the process, should they agree on it.

5.    Customers want your sympathy.

They want you to listen to their problems and understand that these problems matter to them, whether or not they matter to you. They want you to listen to them. They want you to understand where they are coming from and then to provide them with a solution.

6.    Customers want reliability.

As the saying goes, “First impression lasts.” This is true when making an impression to your new customers. People usually don’t believe in hearsay, and would rely on their first-hand experience. Make sure that you leave a good impression with your product and customer service so you’ll be confident that they will come back to you again to avail of your products or services. A reliable customer service provider is also one of the most important things customers are looking for.

7.    Customers want someone to take charge.

A lot of people don’t know exactly what they want — and it happens in almost all kinds of businesses. That’s why there are experts who will primarily give them ideas or suggestions on how to decide on what product or service they would get. Experts serve as their customer service in providing them all the choices available, including its pros and cons, so they can get to choose which one is best for them.

8.    Customers want to know their opinions matter and that their feedback is taken into account.

This makes them feel important. It makes them feel like they matter. And, it makes the company feel very “human.” If something a customer said positively affected the way I did something, I would tell them.

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This entry was posted by Staff Writer on Wednesday, January 24, 2018 at 6:11:15 AM and is filed under Small-Medium Business.

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