Just because you have X amount of customers don’t mean they’re all satisfied; they might leave you if tempted enough. It can be tough in a digital world to give that superior customer service, especially when so many of your customers would much prefer sitting and stewing in silence (or writing bad reviews) rather than communicating their unhappiness directly to you. However, you’re not without some secret sauce of your own.
The best way to ensure customer happiness is to deliver what you promise in a timely and professional manner. You can optimize on this approach with the right delivery software, routine customer service training and re-training, and remembering that the customer should top your priority list. Don’t depend on cold, hard numbers alone to see how you’re doing. Actively engage and ask for feedback, and you shall receive.
Customers can and will complain about a lot of things (though not necessarily directly to you), so listen. Some of the top complaints include too much customer service automation (they want to talk to a real person), hidden charges and companies that seem like they don’t care about clients. There are many ways you can tackle these complaints even if you think you’re doing a pretty solid job. Everyone can always do better.
When it comes to customer service, continuing education and asking for feedback is key. Understanding how your customers want to be treated, the kind of service they prefer and what their dream interaction with you looks like is business gold. You can get this information by having a third party conduct a survey, consider number shifts when trying new practices, and by making sure every employee who deals with customers is well trained.
Taking care of business
Hidden charges can be tricky because, to you, it might not seem like charges are “hidden” at all. People notoriously don’t read the fine print, but is that your fault? If you want to run a successful business, then yes it is. Be as clear, transparent and up front as possible when describing charges and don’t underestimate the intelligence (or temper) of who may seemingly be a mild mannered customer. It’s the quite ones you have to watch out for, and transparency is quite simply a business practice everyone should adopt.
Finally, if customers think you don’t care, that can be one of the toughest perceptions to correct. Start with branding and customer service, getting professional guidance to change your reputation. It’ll take time, but it will be worth it.