"The secret to a good experience isn’t the multiplicity of features on offer. Customer satisfaction is essentially the culmination of a series of customer experiences or, one could say, the net result of the good ones minus the bad ones. It occurs when the gap between customers’ expectations and their subsequent experiences has been closed."
If you have any questions about the information below, please contact us at firstname.lastname@example.org.
1. Customer Success Comes First
We empower our customers to transform their practice. We know the customer and know the product. No exception. We earn the love and trust of our customers and never take them for granted.
Our Customer Success department as a whole is driven heavily by the concept of minimizing 'Customer Effort'. It is key to satisfying that Clio value above, AND has a strong correlation to customer retention, which gives a strong business reason to back it.
For further reading on this, please see the following book (The Effortless Experience: Conquering the New Battleground for Customer Loyalty) which is provided to every new Customer Service Specialist at Clio:
Optional reading - Jeff Toister’s Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It:
2. Respect your Customer
A key principle for building relationships is to make the other person feel important, and do it sincerely. Try and give the person you are dealing with your full attention which should also include a polite and friendly attitude. Doing so shows that you care and generate a wholesome experience that lasts
Below are a few tips on how you can treat others the way you would like to be treated:
- Use the customers name. Wise man once said, “A person’s name is to him or her the sweetest and most important sound in any language.”
- Pay attention to how fast or slow they talk and match it. As an example, If you are a fast talker and your customer is more laid back and speaks much slower, you will overwhelm and frustrate them quickly.
- Listen to your customer. Use phrases like “Just to make sure I heard you correctly…” or “Thank you for that information. Just to make sure I have it right…” and paraphrase back what they have told you.
- Take notes, especially if you are talking to someone who is direct and wants to get in and out.
- Take ownership of caring about them and their problem, be kind, and do everything you can to help them.
3. Be Honest
Always do what you promised. Be fair about prices, additional fees and extra charges; establish clear refund policies. Respond and follow-up when you say you will. Provide the services you say you provide in your correspondence and in your marketing. Be upfront about mistakes or issues with your app; the sooner you address the issue by solving the problem or giving a concession that they can live with, the sooner you can move on.
4. Take Responsibility
Part of the Clio values is always being ready to take responsibility for the problems or negative experiences that customers are having with our company, products or services. This means that we are ready to sincerely apologize to a customer on behalf of our product, even when a problem or a situation that caused customer’s frustration was not your fault at all.
5. Show Empathy
Acknowledging customer concerns is empathy. It is extremely important to remember during each interaction to imagine yourself in the customer’s shoes, in order to be able to make the customer’s problems your own, and meet their expectations. Using phrases such as “I know how confusing it must be when…” or “I imagine how upsetting it is to…” are good first steps in assuring customers that you are taking their problems seriously.
6. Keep Things Simple
Do not underestimate the inexperience of those who use your product. A large percentage of Clio users are sophisticated, experienced and technically savvy, but they still expect that the process of contacting your customer service is easy and straightforward. You need to make sure your customers have easy access to support when it is needed.
7. Always Pay Attention and Take Action On Customer Feedback
Customers are the people who want your product to perform better, so let them share their opinion about their experience with you, keep open to any kind of suggestions or feedback they might have. Let them know that you really care about what they think and expect of you. Customer feedback is one of the most effective ways (not to mention free of charge!) that companies use to grow their business.
8. Aim To Build Relationships With Your Customers
Don’t treat people as one-time transaction, do your best to build strong and long-lasting relationship. Show a true interest in helping them and stay in touch to nurture the relationship. A customer for life is a powerful tool and will be a true advocate for your product even during the bad times, as you have made the effort to build a lasting relationship based on trust.
9. Your Word is Your Bond
If you say, "I will email you back with that information today," or "We will ship that out to you within 24 hours," then DO IT. If you are unable to keep the promise, make sure you communicate with the customer(s) well in advance to prepare them for you potentially missing a meeting or a deadline.
10. Response Time Matters
Always strive for a communication response goal of 24 hours after you have received an inquiry from a client. If the response comes after 24 hours, make sure to preface your reply by saying something along the lines of “I apologize for the delay in response and any inconvenience it may have caused.”