Author: JoAnna Brandi
We know trust is a key element in customer satisfaction. Is there anything CSRs can do to re-gain trust from a customer once it has been damaged or completely lost? Trust is not only an element in satisfaction, it's critical for a relationship to survive. To regain trust after it has been broken takes time, patience and deliberate action. There are five things you must focus on to build trust whether with a customer or co-worker....
I'm on the road this week, attending conferences to sharpen my own skills and bring new ideas to my clients and readers. As most of you know, I don't like to consider myself an expert. I still consider myself a learner who teaches. However there are several people out there who do like to call me an expert and have asked me to sit on their advisory panels. Once in a while they send me a question, which I answer for them. Last week I was asked to contribute to the
Customer Service Advantage newsletter and thought that you might enjoy seeing the question and my answer.
"We know trust is a key element in customer satisfaction. Is there anything CSRs can do to re-gain trust from a customer once it has been damaged or completely lost?"
Trust is not only an element in satisfaction, it's critical for a relationship to survive. To regain trust after it has been broken takes time, patience and deliberate action.
There are five things you must focus on to build trust, whether with a customer or co-worker:
Credibility. You must be willing to tell the truth.
Dependability. You must do what you say you will do and repeat that behavior over and over.
Consistency. You must be somewhat predictable in your behavior so people can know what to expect from you.
Value the Common Good. You must focus on the others' well-being (and the well-being of the others in a group/team situation).
Create Safe Emotional Space. You must create a safe place where people can give feedback and input without fear of blame or judgment or defensive behavior.
This last piece is really important. It's easier for a customer to leave than to stay and deal with defensive behavior, blame or accusation. If you've broken trust with a customer, you must set a clear intention to repair it as well as put your focused attention on the five qualities above.
Trust in today's world is a critical competitive advantage; even if you haven't broken it, it's important to practice building the trust muscle every day. The stronger the trust bond with the customer, the more likely it is they'll recommend you to others. There must be trust for a relationship to thrive!
Here's trusting that you are doing your best to create more thriving relationships,
JoAnna
Find out how your customer caring skills are...take the quiz:
http://customercarecoach.com/public/quiz.asp
Copyright 2006 by JoAnna Brandi. Used with permission.