While the maxim that the customer is always right may be a bit of an overstatement, the consumer is the lifeblood of most successful business models. Keeping your clients happy is about more than just having congenial and knowledgeable care reps, and many businesses drop the ball when it comes to easily avoidable issues. Breaking from bad habits and recognizing issues you may have overlooked can help you seriously improve your customer service experience. Once you recognize these four core problems, you’ll be better equipped to serve your consumers.
Disproportionately Favoring New Customers
There’s something to be said for rolling out the red carpet for potential new customers. After all, your established customers may seem like a secure revenue stream, and new clientele can help your business expand. The problem comes when you start instituting policies like deep discounts and special plans for new customers. After all, your competition is likely doing the same, and an established client that feels neglected in favor of newer customers will likely start looking for greener pastures. Outreach to new clients can be very effective, but make sure to complement these policies with customer loyalty incentives.
Neglecting Your Organizational Needs
A good service experience isn’t just about providing the right information for the circumstances, it’s about providing that information in a timely manner. A poorly maintained inventory system can grind your shipments to a halt and leave your customers with the impression that your business is unprofessional. How you organize your company will come down to your unique business needs and your personal preferences, but some things are universal. Bins and storage systems can go a long way towards putting everything in its proper place—hop over to this website for more information on bins that would be helpful to use.
Being Overly Apologetic
Creating meaningful relationships between your company and your customers is critical in building brand loyalty, but people have an instinct for detecting authenticity. Apologizing too often can create an air of insincerity in your tone, and if your reps come across as overly apologetic or simpering, that reduces the impact of apologies given when deserved. A confident customer service team focuses their attention on resolving any known issues first and presenting apologies when warranted. Valuing your customer’s time, being proactive about finding a solution, and addressing their needs sincerely is the ideal way to show that you care about their business.
Forgetting the Follow Through
Good businesses make an effort to resolve customer issues quickly and effectively, but better businesses take the time to check in afterwards. A direct response from your care team or a customer service survey in the days following the issue can show your customers that their business is important and leave them with the memory of your company’s outreach rather than the problem itself. Their feedback can also help you improve your business model and your customer service in general.
The problem with bad habits is that they’re habitual, but understanding these problems and making solutions part of your standard protocol can help you clean up your customer service experience. While they may seem like small things, they can make a world of difference in a competitive marketplace.