You’re watching the Season Finale of Game of Thrones, and you’re minutes away from a huge plot twist, but suddenly, your internet cuts out!
Frustrated, you call your internet provider and explain your situation. The customer service representative is super helpful and gets your connection back up in time to watch the end of the episode. Phew, that was quick and easy!
Now imagine if you call up your internet provider and the representative has no desire to understand your situation or find a solution. You become aggravated at their lack of willingness to help. You hang up and log onto Facebook to post a rant about your horrible experience. You also leave your feedback on other sites like Google My Business and TrueLocal.
Soon after, you see an online advertisement for a competing internet provider. You’ve heard great things about this company from friends and family so you give them a call and instantly switch.
Poor customer service often results in clients leaving a business and never coming back.n. With online reviews and social media becoming more prevalent than ever, unhappy customers are also likely to let others know about their bad experience.
As a business owner, how can you prevent these situations from happening?
1. Be effortlessly contactable
Make sure customers can easily reach someone at your business, and if they don’t immediately reach you, follow-up with them as soon as possible. A lengthy contact process or failure to respond promptly can be frustrating. If you find that people are often looking for your services or support from your business outside your operating hours, consider using a live chat solution on your website.
2. Be a good listener
Listening to customer feedback, both positive and negative, can help you and your team improve client interaction. If you have access to call recording, you can use this feature for auditing and training purposes. Is there a particularaspect customers are happy or unhappy about? Analyse customer feedback and improve your interactions based on what your customers are saying.3. Improve your online reputation
If your competitors have a great online reputation, this may make it easier for your customers as well as prospects to leave you for them. Your customer service representatives are at the frontline of your business, making them the best source for improving your online reputation. Train them to ask happy clients for reviews and identify which clients are unhappy so you can address concerns before a negative online review appears.
By implementing these three strategies, you can transform customer interactions and as a result, make an difference to your business. Comment below to tell us how you provide excellent customer service!