Customer service ek aisi cheez hai jiske bina koi bhi business long-term grow nahi kar sakta. Chahe product kitna bhi achha ho, agar customer ko respect, clarity aur timely help nahi milti to wo wapas aane ka sochta bhi nahi. Aaj kal to competition itna zyada hai ki ek galat experience aur customer seedha dusre brand ki taraf chala jata hai. So baat sirf problem solve karne ki nahi hai, baat ek aisi yaad chhodne ki hai jo positive ho.
Customer ki expectation samajhna
Log jab support pe reach out karte hain, unki do expectations hoti hain: jaldi response aur insaniyat wali tone. Koi bhi banda robotic aur scripted jawab nahi sunna chahta. Agar aap bas ek template copy-paste kar dete ho, to banda turant feel kar lega ki usse seriously nahi liya gaya. Chhoti chhoti cheez jaise naam se address karna, unke concern ko summarize kar dena, aur genuinely samajhne ki koshish karna — yeh sab bohot matter karta hai.
Ek real-life example: ek baar maine ek e-commerce site se shoes order kiye the. Delivery time par nahi aayi. Maine support ko call kiya aur unhone seedha bola, “Sir shipment delay hai, aapko 2 din aur wait karna padega.” Bas. Na sorry bola, na reason samjhaya. Mujhe laga ki yaar ye banda meri problem ko sirf ek number samajh raha hai. Agar woh thoda empathetic hote aur kehte “Sir, hamari galti hai, shipment stuck hai city hub par, lekin hum priority deke jaldi bhejenge,” toh mujhe feel hota ki banda genuinely care karta hai.
Listening > Replying
Zyada tar agents ya support log problem sunne se zyada jaldi jawab dene ki koshish karte hain. Isse kya hota hai? Customer ko lagta hai ki banda actually samajh hi nahi raha. Jab tak pura matter samajh na aajaye, tab tak patience ke saath sunna chahiye. Kabhi kabhi customer gusse mein hota hai, frustration mein baat karta hai. Us time pe agar aap calm rahte ho aur unki baat cut nahi karte, to aadha problem wahi solve ho jata hai.
Ek choti si tip: kabhi bhi call ke beech mein customer ko interrupt mat karo. Agar wo 5 minute bhi apni kahani suna raha hai, to usse sunne do. Log sirf apni baat bolne se hi thoda relax feel karte hain. Fir jab aap reply karte ho to wo aapko as a friend samajhne lagta hai, na ki ek agent jo script follow kar raha hai.
Transparency aur honesty
Sabse badi mistake jo companies karti hain wo hai galti accept na karna. Agar system down hai, ya aapke product mein bug aa gaya hai, to bas straight bol do. Customer ko sabse zyada irritate yeh karta hai ki usse half-truth bataya jaye ya blame us par shift kar diya jaye. Ek simple line, "Haan, yeh issue hamari taraf se hai aur team fix kar rahi hai, humein thoda time dijiye" — isse banda chill ho jata hai. Har cheez ke liye polished PR language use karna zaroori nahi hota.
Mujhe yaad hai ek baar ek food delivery app down ho gaya tha. Kuch logon ne social media pe gussa nikalna start kar diya. Par company ne turant tweet kara: “Yes, our servers are down. We’re fixing it. Sorry for spoiling your dinner plans, we’ll make it up to you.” Logon ka gussa half ho gaya kyunki unhone truth bola aur thoda humor bhi use kara.
Personal touch dalna
Customer service sirf problem solving nahi hai. Yeh relationship build karne ka moka hai. Agar aapko pata hai ki customer ka birthday hai (agar system mein save hai), ya phir usne pehle bhi koi issue face kiya tha, aur aap uska mention kar dete ho, to wo feel karta hai ki "haan, yeh log mujhe yaad rakhte hain". Bina fake hue, thoda sa warmth add karna kaafi hota hai.
Ek bank ka example lo. Har baar jab main branch jata hoon, ek staff mujhe naam se address karta hai. Mujhe pata hai ki wo system mein dekh ke bolta hai, par fir bhi mujhe acha lagta hai. Kyonki mujhe feel hota hai ki mai ek number nahi, ek insaan ho.
Speed matters, lekin quality bhi
Fast response important hai, lekin speed ke chakkar mein agar aap incomplete ya half-baked reply dete ho to customer aur frustrate hota hai. Thoda time lag jaye par poora aur clear solution do. Ek aur cheez: agar solve hone mein time lagega, to updates dete raho. Silence se zyada kuch irritate nahi karta.
Ek dost ka experience tha jahan ek courier company ne uska parcel 10 din delay kar diya. Har din wo company ko call karta tha aur reply aata tha “Sir, please wait.” Bus. Agar woh log har 2 din mein update karte ki parcel kahan atka hai, to banda itna irritate nahi hota.
Different mediums, different style
Har jagah ek hi tone aur ek hi style kaam nahi karta. Email support mein thoda detail chahiye hota hai, par WhatsApp ya chat support pe banda short aur to-the-point baat expect karta hai. Phone pe empathy aur patience zyada chahiye hota hai. Yaani channel ke hisaab se tone aur approach adjust karna padta hai.
Example: Twitter pe log chhoti aur witty replies expect karte hain. Agar aap wahan ek lamba template chipka doge to banda bolega ki yaar ye log samajhte hi nahi ki platform kya demand karta hai.
Technology ka sahi use
Automation aur AI tools useful hote hain, lekin unka overdose customer ko disconnect feel karata hai. Agar har cheez bot se karwaoge to banda irritate ho jaega. Smart tarika yeh hai ki repetitive queries (jaise password reset, tracking info) bots handle kar lein aur jo complex ya emotional cases ho unhe humans address karein.
Ek achha balance ye hota hai ki bot pehle hi batade ki “Main ek bot hoon, simple cheezein solve kar sakta hoon, complex case ke liye human connect karunga.” Yeh clarity customer ko relax kar deti hai.
Complaint ko gift samajho
Jab banda complaint karta hai, iska matlab hai wo abhi bhi interested hai aapke product/service mein. Agar usse farak hi nahi padta hota to wo directly chhod ke chala jata. Isliye complaint ko negative na lo, balki ek chance samjho process improve karne ka. Har complaint ke baad socho ki iss problem ko permanently kaise hataya jaa sakta hai.
Ek baar ek restaurant mein khaana khane gaya tha. Khaana thoda salty tha. Maine politely complain kiya. Staff ne turant chef ko bulaya aur bola, “Sir, ye feedback bohot valuable hai, hum agli baar dhyaan rakhenge.” Uske baad unhone mujhe complimentary dessert diya. Us ek gesture ne mujhe loyal customer bana diya.
Apni team ka training aur culture
Achi service dene ke liye sirf ek do agents ko train karna kaafi nahi hota. Pura culture customer-first hona chahiye. Matlab agar ek support agent ko customer ke liye koi chhoti si exception deni hai, to uske upar ka manager usse support kare. Har ek banda jo customer se interact karta hai, chahe sales, delivery ya billing, sabka mindset aligned hona chahiye.
Ek telecom company ka example hai jahan ek agent ne mujhe bola “Sir, yeh policy mein allowed nahi hai.” Jab maine escalate kiya to uske manager ne bola “Sir, customer important hai, hum exception karenge.” Agar manager pehle se empower kar deta agent ko, to mujhe itna time waste nahi karna padta.
Thoda local flavor
India jaisi jagah pe, log thoda personal connection value karte hain. Agar aap ek hi region ke ho aur local language mein casually 1-2 lines bol dete ho, to banda instantly comfortable feel karta hai. Global companies bhi ab local languages mein support dene ki koshish kar rahi hain, kyunki log English mein baat karke thoda formal feel karte hain.
Example ke taur pe, agar ek Punjabi customer hai aur aap end mein bol do “Thoda dhanwaad ji” to banda khush ho jaega. Ye chhoti chhoti cheezein trust build karti hain.
Follow up karna mat bhulo
Problem solve ho gayi, lekin aapne follow-up nahi kiya, to banda feel karega ki aap bas ek box tick kar rahe the. Simple sa follow-up message "Sab thik chal raha hai na ab?" itna powerful hota hai ki banda loyal ban jaata hai. Aur agar problem dobara aa gayi to banda directly aap par trust karega.
Maine khud ek baar ek laptop service center ka experience kiya jahan unhone meri machine fix kar di. 2 din baad ek call aayi “Sir, laptop ab theek chal raha hai na?” Mujhe laga yaar ye log genuinely care karte hain.
Customer se seekhna
Har interaction ek feedback hai. Agar log baar baar same issue raise kar rahe hain, to iska matlab hai ki problem product ya process mein hai, customer mein nahi. Achi service wahi hai jo sirf fire-fighting na kare, balki root cause ko samajh kar eliminate kare.
Example ke liye, agar 50 customers baar baar bol rahe hain ki checkout process confusing hai, to aapko agent ko better training dene ki zaroorat nahi, aapko apna checkout flow simple banana hoga.
Extra mile jaana
Excellent customer service ka matlab kabhi kabhi customer ki expectation se upar jaana hota hai. Matlab agar customer 3 din wait karne ke liye ready hai aur aapne 1 din mein hi solution de diya, to wo pleasantly surprised hoga. Ya agar aapne koi chhota freebie de diya problem ke badle mein, to banda lifetime loyal ho jaega.
Ek airline ka example hai jahan ek passenger ka luggage delay ho gaya tha. Airline ne sirf luggage deliver nahi kiya, balki ek grooming kit aur ek small voucher bhi diya taaki passenger ko inconvenience kam lage. Yeh chhoti si cheez unke liye bohot badi goodwill ban gayi.
End of the day, excellent customer service koi rocket science nahi hai. Yeh bas empathy, clarity aur consistency ka mix hai. Thoda patience rakho, galti accept karo, aur insaaniyat ke saath baat karo. Log bhool jaate hain ki aapne unki problem kitni jaldi solve ki thi, par wo kabhi nahi bhoolte ki aapne unse kaise behave kiya tha. Aur wahi aapka real brand image banata hai.
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