{"id":32182,"date":"2020-07-22T00:00:00","date_gmt":"2020-07-22T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/would-you-fight-to-make-your-customers-happy\/"},"modified":"2024-01-18T09:17:48","modified_gmt":"2024-01-18T09:17:48","slug":"would-you-fight-to-make-your-customers-happy","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-training\/would-you-fight-to-make-your-customers-happy\/","title":{"rendered":"Would You Fight to Make Your Customers Happy?"},"content":{"rendered":"\"Woman<\/a>\r\n\r\nThese are the kind of people\u2014and the kind of company\u2014you want to do business with.\r\n\r\n \r\n\r\n\r\n\r\nFirst, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn\u2019t have to fight with a company to get your problem resolved or for them to make you happy. They should want<\/em> to make you happy.\r\n\r\nJust a couple days later I saw this idea in action, but with a twist. I was on a customer support call with a software company and their rep said, \u201cI\u2019ll need to talk to my manager. I\u2019m on your side, and I\u2019ll fight to make you happy.\u201d\r\n\r\nDid he just say he would fight his manager to make me happy? This is the customer service rep I want to talk to every time I call the company. This is the person I want on my side. This is my \u201cnew best friend\u201d at the software company. He doesn\u2019t just want to make me happy. He will fight <\/em>to make me happy.\r\n\r\nThis is exactly the kind of person\u2014in any company\u2014I want to talk to whenever I call for help, have a question or even a complaint.\r\n

Are you ready to fight?<\/h3>\r\nThe word \u201cfight\u201d is an interesting one. The official definition\u2014actually, there are two of them, according to Merriam-Webster\u2014is to contend in battle or physical combat,<\/em><\/strong> and to put forth a determined effort<\/em><\/strong>. When it comes to customer service, I\u2019m in alignment with the second definition. I want it to be the company that fights or makes \u201ca determined effort\u201d\u2014to take care of me!\r\n\r\nIf I have a problem or a complaint, I shouldn\u2019t have to fight\u2014or make a \u201cdetermined effort\u201d\u2014with the company to resolve it for me. It\u2019s actually the other way around. They should fight and make that \u201cdetermined effort\u201d to keep me happy. After all, I represent not just that one sale, but potential future sales. I might also share my experiences with others, which could turn into more sales for them.\r\n\r\nIf we look at the first definition of fight, which uses the words battle and physical combat<\/em>, I can see a company stating, \u201cLet\u2019s fight against poor customer service.\u201d That second definition should sum it up for everyone. Bad service has no place in any company. It\u2019s everyone\u2019s responsibility to fight for their customer and make a determined effort to give them the best experience, one that makes them happy and gets them to come back\u2014again and again!\r\n
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