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About this lesson
You will learn how to create loyal customers through showing genuine concern for their needs.
Exercise files
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Quick reference
Show Genuine Concern
In this module, you will learn how to create a loyal customer by showing genuine concern for their needs.
When to use
Always shows customers that you care and that you never want them to leave your company.
Instructions
Really, truly care for your customer. This means that if someone is telling you something you should be actively listening and asking intelligent question and caring about their problem.
Tell the customer things like:
- “I will make sure that you are taken care of...”
- “I will make sure that we get you...”
- “I will make sure that you are (happy, excited, more than satisfied, etc.) with our solution.”
Showing concern will help get those upset customers back down to a more manageable experience.
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- 00:00 In this video, we're gonna continue
- 00:04 looking at empathy and customer service.
- 00:09 So the next thing you wanna do is you really truly want to show concern for
- 00:15 your client or your customer.
- 00:18 You wanna actually show them concern.
- 00:20 So what does that mean?
- 00:22 That means that if somebody is telling you something
- 00:24 you're intent actively listening, right?
- 00:27 And you're asking intelligent questions.
- 00:29 So show some actual concern.
- 00:32 If somebody's telling you a problem and
- 00:33 you're just sitting there grinning like you might get slapped, okay?
- 00:38 But you're not showing concern.
- 00:40 Or if somebody's telling you something and you're using verbal or
- 00:43 nonverbal cues like, gosh, here we go again, right?
- 00:48 That's not showing concern.
- 00:51 People want to be taken care of.
- 00:52 So, you might tell them, I will make sure that you are taken care of.
- 00:57 Or, I will make sure that we get you the replacement right away.
- 01:03 I will make sure that we get you X.
- 01:06 Okay, or I will make sure that you are happy, excited,
- 01:10 more than satisfied with our solution.
- 01:12 I will make sure you're happy with our solution.
- 01:15 Okay, whatever that is.
- 01:16 It might be exactly what they're talking about in the beginning.
- 01:19 It might be something completely different, right?
- 01:22 But whatever that is,
- 01:23 you are going to do everything you can to make sure that client's taken care of.
- 01:28 Does that make sense?
- 01:30 Okay, excellent.
- 01:31 So, show concern.
- 01:33 That's empathy.
- 01:34 That's gonna be huge for helping you get those upset customers down here with you.
- 01:41 I will make sure that you're taken care of, I will make sure that we get you x.
- 01:46 I will make sure that you are happy with our solution.
- 01:49 And when you put all this together, and
- 01:52 you actually do truly care about your client, this stuff comes easy, doesn't it?
- 01:58 Think about if you have kids, or somebody you love, a family member,
- 02:03 a friend, a husband, a wife.
- 02:06 Do you naturally show empathy for them?
- 02:09 Like when they get hurt, when your kid gets hurt,
- 02:11 do you wanna put them in your lap and make them feel better, give them a band-aid?
- 02:16 Or when you're spouse is hurt or has been through a rough day or something.
- 02:21 Don't you want to give them a hug and show empathy for them?
- 02:24 Show them that you care.
- 02:26 That's what this is about.
- 02:28 Show your customers that you care.
- 02:31 Treat them like you never want them to leave.
- 02:35 Treat them the same way you treat anybody else with empathy, okay?
- 02:38 So, show concern.
- 02:40 I'll make sure that you're taken care of.
- 02:42 I will make sure that we get you x.
- 02:44 I will make sure that you are happy with our solution.
- 02:48 All right you are all rock stars, I will see you guys on the next video.
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