Not all people in your company are qualified to be in your customer relationship service. You want a person who understand quickly your customers issues, Give them the right information, cross and up sell, and wow each individual customer with a personal and friendly touch. Customers delight them, because they don’t take customers relationship as a job, but as a mission to heal, to aid and they do that with deep compassion.
We call these people customer empathetic employees. In a typical customer support service you’ll find 1/10 who may fully qualify for a “customer empathetic employee”.
Zydre Kryzanauskaite is one of the Best Customer Relationship Manager. Zydre has no big theory about customer relationship management. She feels what is right and just do it. Her instinct makes her a master in customer service management and socializing.
Back to Lithuania, in 1982, when Zydre was 7, her parents noticed something very particular about their Kid: Zydre was the “No … No… No” kid. She was a good pupil, but can’t stand injustice or unfair decision. She would put continually herself in trouble to defend a friend or a stranger before the heavy Soviet union administration that was ruling the tiny Lithuania from 1940 to 1990. But resisting soviet union officers or teachers is not a game even a kid should play. If you meet Zydre today you’ll be impressed by her diplomatic and soft manners. Her deep inner call to contribute to people betterment, to justice in the world has be balanced with the brutal reality of a necessary collaboration with present situations to obtain the result you want.
Recently Zydre sat with us to share some of her secrets for a great customer relationship management:
1. People like warm and engaging voice. “Hi, My name is Zydre …, I work in the customer support service of XL Logistics and My job is to do my best to help you. Do you have a problem?” The customer will certain reply “Yes”, then you say “I’m listening to you”.
When a customer calls it’s rarely to thank you, it’s mostly because he has an urgent problem and need urgent help. For Zydre the best way to defuse tension and start a constructive conversation is to use a warm and engaging voice.
Zydre’s advise to customer support service manager is to replace the old “What can I do for you?” or “How can I help?” by something more engaging like “My job is to do my best to help you. Do you have a problem?”
2. The customer is always right. His problem may seem not related to your company products or related to what you are personally paid to do and care about, But keep in mind that the customer is a person like you with a real problem.
95% of your customers will never call you unless they have an urgent problem, or going through an emergency case. You NEED to listen anyway.
Zydre’s advice is to listen carefully, and reformulate customers statements or problem description and ask if you’ve understood well their problem. For Zydre, listening is the most critical part a customer service. You lose more time with a customer that felt he is misunderstood and bursts in anger than with a customer who felt that the other personal listened first.
3. Your company is not an island. If your company is not the solution to the customer problem, don’t stop there, go one step further providing information to the customer about other companies that could help him. For Zydre, this extra step is the most powerful customer service tool she knows.
Zydre Kryzanauskaite has Bachelor degree in Management and Business Administration, and International Business. She is currently living in Dublin and working in a Hi-Tech company. She has occupied customer relationship management positions in leading Logistics, Retail and Telecommunication companies.
You can reach Zydre at this email address : zydrek [@] yahoo.com