Udhay is on a call with the help desk executive at Artmojo.com. He ordered 10 boxes of oil paint on Thursday and had opted for 24-hour rush delivery. It has been 30 hours and Udhay has still not received his order. Read the conversation between Udhay and the help desk executive below.
Help desk Executive: Hello sir. I’m Nikhil. How may I help you?
Udhay: Hello, I had ordered a package yesterday. My order number is 665#220OD. I opted for the 24-hour delivery option. It’s been 30 hours already. Can you tell me when I will receive my package?
Nikhil: Sure sir. According to my records, the package has been dispatched and is with the delivery executive. Is there anything else I can help you with?
Udhay: Umm, it’s already 8 O’clock. I really need the package by tomorrow morning. According to your website, you only deliver between 10 am and 6 pm. Will I get my package today?
Nikhil: I’m sorry about this sir. Once the package is delivered please call us so we can refund the 24-hour delivery fees. According to my records, the executive has the package. It will reach you at the earliest.
Udhay: What? I don’t care about the rush fees, I want my package! Can you give me the delivery guy’s number? I will call him and find out.
Nikhil: I’m sorry sir, we have a delivery partner who handles all our deliveries and returns. Hence, we do not have the phone number of the delivery executive assigned to you. If there is no other concern, can I mark this resolved?
Udhay: How is this issue resolved? You are of absolutely no help. This is ridiculous. Thanks for nothing, and goodbye.
In this case, Udhay did not gain any clarity on the status of his order. While Artmojo.com has not been able to fulfil its commitments to Udhay, he is further aggravated by Nikhil’s responses. Nikhil is not only providing canned responses but is seen to be in a hurry to close the conversation, he is not empathetic nor is he working towards finding a solution. Mindful communication is hence important to exhibiting customer-first mindset.
Mindful Communication in Customer Service
Mindful communication includes understanding the customer and determining how to deliver the right message at the right time. It is the ability to use words carefully in a friendly, positive and confident tone. At Skills Café we break down Mindful Communication into the following behaviours:
- Organise your communication for greatest impact – Structure the content of the conversation so the listener can better understand what is said
- Adjust your tone according to the conversation – Be empathetic and understanding. Assess the customer’s mood and react appropriately
- Explain what is being done next and in what time frame – Always provide the customer with ample information about the processes and what you are doing to help them. End the conversation with the next steps
- Communicate clearly what can and cannot be achieved and why – Explain the process and progress to the customer
- Be aware of cultural nuances in communication – Always use professional language, avoid using jargons and slurs
As discussed in the previous articles, empathy is important to build rapport with the customer and problem solving addresses the concerns of the customer, but Mindful communication is important to successfully structure your message for maximum impact. Mindful communication is important as it shows the customers that you understand what they actually mean, instead of what they are simply saying.
What research says
There is tons of research that shows the importance of effective problem-solving in customer service. A few are listed below:
Skills Café runs a high impact, boardgame based workshop on developing a customer first mindset. You can read more about the workshop here – http://skills.cafe/training/customer-service-training.html