Customer service is a decisive factor when it comes to client retention and loyalty. Bad service not only leads to a client leaving but also generates negative word of mouth which can tarnish brand image. In order to avoid being in a situation where your customers start leaving you because of bad service experience, be proactive in identifying problems and issues before they lead to downfall for your business. There are several metrics such as first response time and first contact resolution which should be monitored regularly to determine the level of service being offered. Here are a few signs you need to look out for which will indicate that it’s time to revisit your customer care strategies.
Problem 1: Abdullah gets in contact with your CSR but 15 minutes into the conversation, his problem still isn’t resolved even though it involved very simple and quick steps.
Problem 2: Sarah sent you an email inquiring about delivery status. Three days have passed but she is still unaware and uninformed of when she will be receiving the product she ordered.
Time is valuable for customers and your business. If your support department is unable to provide a solution for your clients in a timely manner, not only will it garner negative sentiments but it will also impact your rapport and even cost you more money in the longer run.
Problem 1: Daniel registered a complaint with one CSR. He called the next day to check progress but this CSR had no clue and Daniel had to repeat the entire complaint again.
Problem 2: Norah put in a query for a service upgrade but she wasn’t informed on the change by your customer service and nobody followed up.
Efficiency is crucial for problem-solving. A competent support team is great at what it does and does it efficiently to save time and resources of the client as well as the business. Streamlined processes are necessary to deliver great service. In this regard, latest technology and customer service training programs can be incorporated to improve efficiency.
Doesn’t Solve Problems
Problem 1: Matt was using your software on a different platform and had trouble operating it properly. None of your CSRs were able to solve the issue for him and furthermore, asked him to call a different department to get the issue fixed.
Problem 2: Linda bought your product and had a few questions. She contacted your support but wasn’t provided with a satisfactory solution. Nobody followed up with her to answer her query.
Customers put in queries before, during and especially after they have purchased your product/service. Your support mechanisms and staff should be competent enough to solve the problem and add convenience for customers. Implementing customer service best practices would help solve issues.
Negative Customer Sentiments
Problem 1: Ali is a loyal customer who wanted his wife to switch to your service too but the CSR was least bothered to lend a helping hand and register on their behalf.
Problem 2: Nancy is a repeat customer and needed to cancel her booking at the last moment due to an accident in the family but her booking was neither canceled nor a refund offered.
Customer sentiments are never to be taken lightly. The slightest of misunderstanding will result in ruining the business-customer relationship. Show empathy and take steps to deal with customer complaints to achieve customer satisfaction and loyalty.
Problem 1: Alan required more information about your product before making a buying decision but his query was not entertained properly so he switched to your competitor.
Problem 2: Fatima bought a product from you which was faulty. She was furious and got in touch with the post-sales support team for a replacement. Instead of showing empathy and reassuring her, she wasn’t even given a clear timeline on when the product would be replaced. She decided it was the last time she ever bought something from your company.
Bad customer service adversely affects your overall revenue. If your revenue graph is plummeting, ensure that your client care is effectively resolving your consumers’ queries, complaints and issues. Excellent customer service equals more revenue!