by: Sidney Liquigan
Tuesday, March 13, 2018 |
Whether you have a B2B or B2C business, customer service is an important part of your business. It drives customer retention and loyalty, as well as profitability. No matter how minor, customer service mistakes should be taken seriously and addressed immediately. A mistake may not be impactful at first, but if it persists, it could be a reason for your customer to refuse to renew with your company and switch to a competitor instead.
To keep your customers happy and loyal, be aware of the customer service mistakes that you didn't know affect your business.
How to Avoid: Review the processes that your customers have to go through to acquire your products or services, from the registration and communication up to requests for returns/exchanges and warranties. Review previous customer feedback to learn about your customer's experience. Look for the obstacles and take action to make it better. Is it poor communication? Difficult website navigation? If the registration or purchasing process itself cannot be simplified, then make sure to set customer expectations early and to manage them well by communicating with them better.
How to Avoid: Establish an organizational culture that prioritizes providing excellent, proactive customer experience that goes beyond your core product or service. Make sure that every little detail that involves your customers is well taken care of.
How to Avoid: Offer multiple channels where customers can reach you through different options that they're most comfortable with. Have customer service representatives ready to answer calls, chats, and emails. Many customers also like to reach out through your social media channels – by posting on your feed, leaving a comment, or sending you a private message.
How to Avoid: In addition to having chatbots and answering machines, employ contact center agents to answer calls and messages and provide personalized solutions in real time.
How to Avoid: Make sure that your customer representatives actually listen to your customers and that they have access to the right information. Set realistic expectations and not over-promise then under-deliver.
Handling customer concerns may tend to be delayed or neglected when you are focused on the core aspects of your business. To make sure providing an excellent customer service experience stays a priority, you can outsource a team of customer service representatives or contact center agents to focus on providing undivided attention to your customers and giving them realistic and effective solutions. Be proactive and avoid customer service mistakes, or fix them immediately as they happen. Don't wait until your customers choose to switch providers or give you a bad review.