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At its best, customer service is about constructing relationships with your customers in order to turn them into long term regular clients for your product or service. It is not easy to build a relationship with a customer to the point where they genuinely value and trust your opinion and advice, but it is unfortunately only too easy to completely wreck that relationship. There are a number of all too common ways in which companies can destroy that possible trust, and ensure that customers are well and truly turned off. The good news, however, is these scenarios can quite easily be avoided – provided you know where to look, and what to do.
One of the easiest ways to disappoint a customer, and have them lose their trust in you, is by making promises that you simply cannot keep. There may be some instances where circumstances intervene to derail a promise that was genuinely made in good faith, but in those situations, you need to contact the customer personally as soon as you can, and explain what has happened. Another useful idea is to offer tracking for items that you send out, to ensure both that the customer gets a good idea of where and when the problem originated, and that your company can take steps to ensure that this kind of disappointment does not happen again in the future.
Poor phone service
Far too often, customer service that is handled over the phone is subpar, and this can have a highly negative impact on the way in which customers perceive a business.
Poor phone service can manifest itself in a number of ways, including the customer service representative being insincere, uninterested, lacking in knowledge, or just plain rude. For companies who want to make sure that their telephone customer service is as good as it should be, it’s a good idea to hire a reputable, professional telephone mystery shopping service. Evaluating the performance of your telephone customer service via the use of a mystery shopper has a proven track record when it comes to improving both customer service and sales, and allows you both to assess the performance of your telephone customer service representatives, and implement any changes or improvements that may need to be made.
Knowing what you’re talking about
Nothing is more guaranteed to turn off potential customers than staff members who have no knowledge of the product or service they are supposedly there to sell. Regardless of the nature of your company, or the size of your sales team, it is absolutely crucial to ensure that all staff members are fully trained and given adequate access to information, to enable them to deal with customer inquiries. Your sales staff are the public face of your business, and they need to be able to offer customers real knowledge and viable solutions in order to be able to represent you to the best of their ability. It’s your responsibility as a business owner to ensure that they have all the tools they need for the job.