The 3 F’s to Improving Customer Service

Customer satisfaction is of the utmost importance to every business, from small start ups to major corporations. Customer satisfaction has a direct correlation to customer service; when customer service is outstanding, customer satisfaction is high.

Customer satisfaction is of the utmost importance to every business, from small start ups to major corporations. Customer satisfaction has a direct correlation to customer service; when customer service is outstanding, customer satisfaction is high.

Providing great customer service doesn’t mean bending to customer complaints or making outlandish adjustments. Great customer service starts when the customer feels comfortable working and communicating with your business. Customers don’t want to be another face in the crowd to your business and it’s time to make sure they don’t feel that way. Improving customer service, customer satisfaction and standing apart from other businesses is made easy with three short words that make a very big impact: Feel, Felt andFound.

Feel

The first F in terms of improving customer service is feel.When a customer service representative is on the phone or chatting live and answering the questions of a concerned customer, establishing a connection is important. You want to be able to make the customer relate to whoever is on the other line. Explaining that you understand how they feel can create the customer relationship your business is after. Make sure your tone is empathetic and sincere.

  • Example: I understand how you feel Mr. Smith, the process can become overwhelming (confusing, frustrating, tiring, etc.), but I’m happy to help.
  • Tip: Your feel sentence needs to be authentic and positive. Customers will appreciate you being genuine and helpful.

Felt

Whether you’ve been on the answering or calling side of a customer service call doesn’t matter. Chances are you’ve been in a situation where the customer service has been less than stellar. You’ve felt the way a customer calling in feels. Once you’ve explained that you understand how they feel, share how you felt in one situation of frustration.

  • Example: I felt confused (concerned, lost, etc.) when I was calling about setting up my wireless router, so I know just what you’re going through.
  • Tip: Keep it brief and a bit vague – you don’t want to name names – but personal so they can truly relate to your story and understand that you relate to their current situation.

 

Found

“Found” is a way to comfort the customer so they know you went through a similar process and made it through, implying they will too. Found is where your customer service representative explains that they found a solution in their situation and that the customer will find one here.

  • Example: I found that… This one truly depends on why the customer is calling in and how your story relates. From the example above you might have found that the wireless router setup process was much easier than the instructions sounded.
  • Tip: Your “found” statement needs to have a beneficial solution. The more optimistic you are about the story you are sharing, the more likely it is the customer will be confident in finding a solution.

Creating a connection between the customer and customer service agent and putting the caller at ease can go a long way to improving customer service and satisfaction. Someone who relates to what the customer is saying and wants to help them move forward encourages open communication. Feel, felt, found is all about relating to the customer to establish a foundation for communication. By humanizing your customer service staff and making each call more personal, you can improve service and customer satisfaction overall.

Responsive Web Design: A Best of Both Worlds Solution

Ask any five-year-old to choose between chocolate or vanilla ice cream, and they’ll ask you if they can have both. When it comes to responsive web design, it’s the same situation. You could have a vanilla cone: a standard website, or a chocolate cone: a mobile website or app. But if you really want to enjoy the best of both worlds, you could opt for a twist cone: a responsive website that combines the benefits of both a website and a mobile site or app.

Ask any five-year-old to choose between chocolate or vanilla ice cream, and they’ll ask you if they can have both. When it comes to responsive web design, it’s the same situation. You could have a vanilla cone: a standard website, or a chocolate cone: a mobile website or app. But if you really want to enjoy the best of both worlds, you could opt for a twist cone: a responsive website that combines the benefits of both a website and a mobile site or app.

A Vanilla Cone Website is built for desktop users
The benefit of the standard website is that it offers countless design options with animation, music and interactive features; however, mobile users will face:

  • Long load times
  • Distorted information
  • Difficulty in reading the page


A Chocolate Cone Website is designed for mobile users

Chocolate cones are delicious; and like a chocolate cone, there are some great things about a mobile site:

  • You reach an audience that is most likely only accessing the Internet from their mobile device (more than half of all users now access the Internet from their mobile device only); load times for those users is faster.
  • You don’t have to have an app. Apps are trendy, but a site that is made specifically for mobile devices will do all the things most owners think an app does. Many people confuse mobile sites with apps and invest an exorbitant amount of money developing an app when they could simply invest in a mobile website.

No matter how much you love chocolate, however, a mobile-only website has its downside:
You double your work. Instead of having just one website to update (which can be a challenge in itself), you now have two: one for desktop users and one for mobile users. It is hard enough to be active when updating a single website. Why complicate the experience by having two websites that need attention?

 

Better than a Twist Cone: Responsive Web Design

Responsive design websites allow you to build one site that works well for both desktop users and mobile users.

  • Like every lick of the cone, responsive web design is getting better all the time.
  • There is only one site to manage and keep updated!

Responsive design websites are built in such a way that the site is able to determine which type of device is accessing the web page, thereby customizing the user experience.

  • A good responsive design framework should mirror the user experience both on a smart phone and on a mobile device.
  • There is a single web address for mobile users or home users.
  • Pages are easy to read both on a mobile device and on a home computer.

There are, however, some challenges when transitioning to responsive design:

  • Switching from a desktop-only site to a responsive web design site will take an investment of time and money.
  • Responsive Design may not be quite as tailored to the mobile device as a mobile-only version is, but tweaking the code will bring it very close.

By building a page that incorporates all of the elements that make both a standard website and mobile website successful, it’s possible to reach a broader audience in a way that enhances your brand without introducing clunky functionality. When designing your “twist cone” responsive design website, here are a few tips to keep in mind:

  • Keep the design simple but attractive.
  • Test the design on different mobile devices (Apple, Android and Windows) and tablets.
  • If you have a live chat option, make sure that it works on a mobile device and that it has the option to click for telephone support.

Bonus tip: When creating responsive design for a site, instead of starting with a desktop version and tweaking the code so it also looks good on mobile, consider  completing the initial design for a mobile device first, then tweaking the code so you can add more features to the desktop version.

We think you’ll agree that when given the choice between two very tasty options, combining them is the way to find long-lasting satisfaction!