Subscribe to Email Updates

Share

Text Size

- +

Topics: Customer Care

Your customers should be important to you. After all, these patrons sustain your business, but their investment is more than financial. They’re putting their trust in you when they buy your products. 

That’s why a poor customer experience can be so frustrating for many shoppers. The issue goes deeper than simple error. These consumers believed that you could solve their problems, and they chose you rather than one of your many competitors. If you let them down, you’re essentially telling them that their judgment is flawed, and they probably won’t appreciate that message. 

You’ll never avoid customer service mistakes entirely. However, your company needs to create a fundamental strategy that offers a framework for how to accommodate clients when blunders occur. If you commit yourself to reducing the frequency of these oversights, you’ll preserve your relationship with your customers and even build new ones. 

This article will help you get started. It offers three tips that can help you improve your overall customer experience efforts. These ideas will help you put your best foot forward for your clients.

Customer Service Doesn’t End at Checkout

You have to devote plenty of resources to your daily operations. However, some companies go too far and don’t allocate enough money or staff to customer relations. As a result, their customers have nowhere to turn when they have questions or technical issues. This neglect makes patrons angry, and before long these companies usually experience severe backlash. 

You need to take appropriate steps if you want to avoid this fate. Clients need to be able to contact you if they have a problem. You can’t just set up a web page full of answers to frequently asked questions and expect to satisfy your audience. Prioritize your customers’ experience with your brand, and your reputation will benefit.

Customers Want a Personalized Experience

No one wants to feel like a face in a crowd. The perfect fix for one client may prove disastrous for another. When patrons contact a customer experience office, they need more than just a stock solution to placate them. They want representatives to work with them to find an answer that’s right for them.

Over the past few years, more companies have turned to automated service lines. Those that haven’t tend to maintain call quotas that force agents to rush through inquiries. Each of these options helps organizations process more requests, but they do so without actually serving the customer’s needs.

You need to emphasize human interaction over speed and efficiency if you want to please patrons. Hire human beings to man your service efforts and give them the time they need to take care of your clients.

Seek Feedback from Clients

People often don’t know how they appear to others. Have you ever been to a party where loud, loutish guests dominate the conversation? These people may believe that they’re being charming, but they actually come across as annoying. The same principle applies to business. Business owners may think that their service efforts are helping customers when they’re actually neglecting these patrons’ true needs. 

If you’re not sure where you stand with your clients, ask for consultation. Set up a quick survey and show your customer care representatives how to administrate it. If you have particularly loyal buyers, ask them to identify your strengths and your weaknesses. This will help you learn where your company’s strengths lie and where you need to improve, and acting on these results can only benefit your organization.

10 Questions to Ask Instead of Attrition

Chris Spencer

Chris Spencer

Chris has 25 years of global business development experience making him an ideal client advocate; helping to shape the customer acquisition strategy, and drive enhanced value to Bill Gosling prospects and customers. He is a sought-after conference speaker in the area of customer experience and is a well-recognized leader for helping to pioneer both the introduction of technology innovation, localization and global strategies to his customers. Chris has held a number of senior positions over his career; AT&T (Channel Sales Leader), Blue Ocean (President), SITEL (VP, Business Development) and more recently as a Senior Management consultant to several iconic brands prior to joining Bill Gosling.

Find Chris Spencer on: