This morning I had reason to call Constant Contact – an email marketing company that many of my clients use. I had a fairly complicated billing issue that I figured was going to take some time to resolve.
How awesome to be reminded why I have such high regard for this company: Constant Contact is a PRO when it comes to customer service. We should all take some lessons from them.
Here are 3 things that I was reminded of today … that will keep me a Constant Contact raving fan.
1. The first voice you hear (granted, it’s an automated phone system) is mellow, friendly, and super engaging. I might be ticked off about something, but that voice subtly says to me, “Stay calm. We’re going to fix it. No worries.” I have no idea who is actually on the other end of the line but someday I want to meet her. I’ll bet she’s as cool as her voice is. If you have an automated phone system, your company ‘voice’ should be THIS good.
2. The customer service reps know their stuff. Jeff (my rep this morning) listened carefully to my issue, confirmed that he understood my question and problem, and then walked me through a series of checkpoints in their billing system to make sure I knew (and could actually see) that he was making the necessary changes. Changes that I couldn’t figure out how to make on my own. If you have an online customer/client portal, use customer service calls as a quick and easy training opportunity.
3. They don’t push to close the call before you’re ready to hang up. We got my problem solved and instead of rushing to close the call because there were umpteen-thousand other callers waiting, Jeff actually visited for a minute – without trying to sell me any upgrades or asking me to take a survey. Brilliant! I started my call with the company ‘voice’ who subtly assured me my problem would be solved. Then I ended the call with a nice, 60-second chat with my customer service rep. I don’t even remember what we talked about but it doesn’t matter. What matters is that I hung up a happy camper. Thirty seconds of extra engagement says volumes about how much you care about your customers/clients and their business.
Regardless of your role at your company, be a pro at customer service. It’s not really all that hard. Sure it takes an extra minute or two of your time – but people really, really do notice.
Constant Contact didn’t ask me to write any of this. They just deserve a nod today because of any company I go to for support, they get the prize for truly stellar customer service.