Lessons from the course "Building Customer Relationships": Use patience, empathy and equality to create a customer service experience
I have known teacher Liao Guixiang (opens in a new tab) for a long time, but because she lives in Taichung, and she usually mainly provides in-house training in companies, I have never had the opportunity to learn from her. This time, the eleventh special lecture held by the Taipei City Industrial Association invited teacher Liao Guixiang to talk about “[Building Customer Relationship]” %E9%A1%8C%E8%AC%9B%E5%BA%A7%E3%80%91-%E2%80%BB%E5%BB%BA%E7%AB%8B%E5%AE%A2% E6%88%B6%E5%BF%83%E9%97%9C%E4%BF%82%E2%80%BB.html)”. I was very happy to hear the news and I signed up immediately!
In tonight’s three-hour class, teacher Liao Guixiang (opens in a new tab) talked about “Establishing customer-centric relationships (opens in a new tab)” is the main theme, bringing you three important topics, namely: how to understand customer needs, create customer service experience and solve complaints. If you have been in the workplace for a while, you will find that these three issues are very critical and are also needs that many people will encounter.
Understand customer needs from the heart
Teacher Liao (opens in a new tab) is not only good at teaching, but also fully combines her past service experience in catering, hotels and other industries to share many wonderful cases with everyone. For example, everyone knows that we need to “think from others’ perspective”, but have you ever thought about how to understand customer needs from the heart? Teacher Liao reminded everyone to exercise patience, empathy and equality. Only by understanding customer needs and through customer service experience can we create brand value.
We all need to think from the perspective of service experience, what do customers expect? Then help customers build their emotions towards the brand, increase their recognition of the company and revenue, and finally create a good feeling and create value.
So, how do you create a customer service experience journey? Teacher Liao told us that customers sometimes do not directly express their thoughts or needs. Therefore, as a salesperson or service staff, you must try to understand the inner thoughts of customers in order to truly understand and meet their needs.
Create customer experience journey
In the past, many companies only focused on pre-sales and after-sales services, but we live in a highly competitive society. Nowadays, we must create a complete set of “experience journeys” based on customer behavior at each stage. This is the key to a company standing out in the digital era!
In addition, Teacher Liao also shared with everyone how to effectively solve customer complaints. Using the professionalism she has accumulated in the workplace over the years, she shared with the students how to handle the process from legitimate customer complaints to risk management, and guided them to quickly determine the purpose of customer complaints and effective solutions. It can be said to be a very pragmatic experience sharing.
Listen to the key behind complaints
She also reminded everyone to be able to hear the keywords hidden behind customer complaints. Only by being able to quickly determine whether it is just emotional language or a serious lack of conflict can we truly understand the motivations of customers’ complaints, and then prescribe the right medicine to provide satisfactory feedback and solutions.
Finally, Teacher Liao also led everyone to use nine steps to build trusting relationships with customers to successfully resolve customer complaints, which can be said to be quite practical. Overall, tonight’s class was not only quite compact, lively and interesting, but also quite pragmatic. It came to an end in just three hours with Teacher Liao’s wonderful lectures and lively discussions between each group of students! We all agreed to make good use of what we learned in class in the workplace. We really came away with a fruitful outcome tonight!
By the way, let’s make a digression. Although the first group I was in failed to win the championship, the six group members not only developed a good understanding of each other, but also exchanged many good ways to build customer relationships with each other during after class, which can be said to have been fruitful. Of course, special thanks also go to Professor Liang Chongwei of Taipei City University of Science and Technology, who is the leader of this group!
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Vista Cheng speaks and runs workshops on AI workflows, writing and content systems for companies, schools and public agencies.
