4 Indicators of Bad Customer Service

Is your business having trouble retaining customers? Are they moving away towards your competitors?  With so many available options, it has become harder to keep clients loyal. Offering excellent customer service is a fundamental factor to success in business. Constantly evaluating the service experience you offer at different customer touch points is important. No matter how hard you have worked on providing the finest products, you will not be able to make a good impression if your customer service is not up to the mark. Here’s a look at some of the indicators of bad service, analyze if your business is making these mistakes.  

Your Representatives Are Hard to Get in Touch with

You must have heard or at some point used the phrase ‘Please wait.’  Long hold time and being unable to speak to a representative can be frustrating for customers. Nobody likes to wait when faced with a problem and want to immediately talk to a representative to get the issue sorted.  Not being available for your customers, not listening to their problems and being incapable of showing empathy will frustrate them and they will eventually abandon your organization. With the rapid advancement in technology and the growing use of digital devices in everyday transactions, people expect instant responses and round the clock availability of support representatives. Make sure your business implements customer service training programs for representatives to meet all client needs.

You Rely Entirely on Scripts

If your business is relying too much on scripted responses when dealing with customers, it’s time to change that. Each customer is an individual with different needs and expectations from your business. What works for customer A might be completely irrelevant for customer B. Not paying attention and answering in a scripted, robotic manner will annoy customers and make them think you don’t really care or consider them important. Train representatives on how to effectively communicate and respond to customers by listening with patience.  While scripts can be used as a basic guideline, each conversation needs to be tailored to offer a unique and personalized experience to every client coming in contact with your company.

Your Technology is Outdated

Not keeping up with technology and not using it to offer customer service excellence can be a problem. Using outdated methods will not only increase your cost but will also hinder workplace performance. Almost everything around us is tied to technology. Therefore, equip your employees with the right tools, and upgrade your workflow processes by smartly investing in the right technological tools. Depending on the nature of your business, have self-service kiosks at your retail outlet to cater to an audience who prefer a DIY outlook. Similarly, the integration of live chat support within your business app, along with your website and all social media platforms is pivotal to ensuring good service.

Your Processes are not Streamlined

If your business processes and the functions of your customer service department are not streamlined, your business will not be able to deliver effective service.  This will impact employee productivity and performance as well. When a customer query or complaint comes in, make sure there is a clear process on how to handle and respond to the scenario. There should be a clear guideline and steps to follow. Ensure a simpler and faster working methodology for better service delivery.  Similarly, it is important to frequently track areas that require your attention and improvement. Ask for customer feedback and work on areas that need to be improved.

6 Tips for Creating Happiness for Customers

Amidst growing competition, keeping your customers happy so that they keep coming back to you is vital. Successful businesses invest their time, money and effort in building good relationships with their clients since losing even a single customer is bad for business. But what does happiness really mean for customers and what is it that you can do to create happiness for them? While there are several strategies that can be implemented in this regard, here are a few tips that are on top of the list.

Be Attentive in the Moment

Are you listening to what your customers are saying? Are you paying enough attention to them? These are the questions to ponder. Customers are the most valuable asset for your business and knowing what they want is important in order to deliver what they need. Listen to them with attention and make this evident from your body language throughout their interaction with you. Make them feel valued, and encourage them to share their thoughts with you. Make sure that you are accessible and acknowledge their complaints. Ensure that your customers are satisfied at every step of the interaction.

Follow Through on Promises

Be careful about making promises. Businesses often mislead customers with flashy commercials and marketing to grab their attention. Promise only as much as you can deliver because not being able to deliver will drive them away and tarnish brand perception. Always follow through on your commitment. Be dependable and promise what you can do. Want to know one of the best strategies to customer happiness? It is to under promise and then over deliver. Always remember that happy customers will turn into your most loyal advocates, generating positive word of mouth.

Offer Exclusivity and Loyalty Programs

People like exclusivity with topnotch customer service. Loyalty programs that give an air of exclusivity are extremely effective to boost customer happiness. It will not only encourage their regular purchase but will also deepen their emotional connection with your brand. To make customers feel valued and part of an exclusive group, offer tailored loyalty programs, reward them with privileged member discounts and invite them to all your events like new product launches and openings.

Surprise them beyond Expectations

To increase customer lifetime value (CLV), create moments of delight for your customers. Going beyond their expectations doesn’t have to be complex; it’s about providing value to your clients. It’s all about seizing the right opportunity to turn the expected into the unexpected. For example, reaching out to customers on birthdays or anniversaries by sending them a card or a small gift will be considered thoughtful of your business. Implement customer service best practices and find heartwarming ways to connect with them. For that, it is essential to understand customers touch points to discover new and exciting ways to surprise them.

Give Personalized Recommendations

Create better experiences for your clients by offering them personalized recommendations. There are many companies that are doing that, by knowing what your customers want, you can offer them the experience according to their need every time they get in touch with you. Amazon analyzes users’ previous behavior and promotes products right on their homepage that the user might want. Companies that adopt this strategy help customers find the product/service they are looking for, saving a considerable amount of their time and effort. Therefore, the more you know your customers, the more personalized recommendations you can provide.

Happier Employees Lead to Happier Customers

Employee happiness matters a lot in order for them to ensure happiness for your customers. If your employees are happy and content, they will have a positive attitude and will perform better. Reward and incentivize employees who go the extra mile. Remember that your employees will always require some level of attention and appreciation from you so they believe the work they are doing is important and they are playing an essential role in making the lives of people better. Make them feel important. Listen to your employees, get feedback from them and ask them for suggestions. Conduct customer service training programs on regular intervals to ensure your frontline staff is trained on the necessary skills required to deal with customers. All these efforts will help create more job satisfaction and improve their productivity towards achieving customer happiness