Have you ever ordered food online? Well, it’s not just about the food. It’s also about CX: customer experience.
Was there a time that the food was fine, but the service was awful?
• How about great service, but lousy food?
• Worst of all, were you ever a victim of both: awful service and lousy food?
Definition of terms (courtesy of Google)
Customer Experience (CX): all the interactions customers have with your company at all stages of the customer journey—even if it doesn't result in a purchase. It focuses on the relationship between a business and its customers.
WHAT IS CX?
CX = Customer Experience. It’s about the customer's perceptions and feelings resulting from interaction with the service provider’s staff, systems or products.
Be aware that mastering conversation skills is crucial for providing a happy customer experience. Effective communication can make a big difference during the following situations.
• In-person interactions
• Phone calls
• Chats
• Emails
If you are in the business of online food delivery, keep these five conversation skills in mind at all times.
1. IT’S NOT ABOUT YOU
Listen. Pay attention. Avoid giving alibis. Never counter-attack. Ask clarifying questions - so the customer feels valued and heard.
2. VALIDATE THEIR EMOTIONS
Put yourself in your customer’s shoes. Acknowledge their feelings, frustrations and concerns. Empathy leads to a more positive interaction. Nobody likes to feel ignored.
3. BE CLEAR AND CONCISE
Use simple language. Avoid jargon and technical terms. Provide relevant information. Stop reciting scripted lines. That could make you sound like a robot.
4. SOLVE THE PROBLEM
Offer options and solutions. The last thing you should ever say is: “Mam/Sir, I’m only human. I’m sure you make mistakes too.”
5. BE PROFESSIONAL
Don’t take things personally. Stay calm and composed. Never raise your voice. Good manners and right conduct (GMRC) should be practised at all times.
TIPS AND TECHNIQUES
Follow up. Your customers will appreciate that.
• Send them a thank you note.
• Even better, conduct a feedback survey to show that you aim to improve and serve them better.
It’s a great way to build long-term relationships.
The bottom line? Your business is about making people happy. Give them a great CX: Customer Experience.