7 Ways to Improve the Customer Service Experience
If your customers have had a problematic experience with your product or service, then good customer service can often be what makes the difference between a customer returning to do business with you, or never dealing with you again. Good customer service can turn a negative experience into a positive one if handled correctly.
1. Introduce Automation
If you can’t offer live customer service as much as you would like, you can always introduce automated support services for your out of hours. This could be a live chatbot which could help 24/7 with any customer queries, or you could dedicate a FAQ page or a support website for the most common issues so that consumers can find answers for themselves.
2. Know Your Product or Service
If customers have a query regarding specifics of a product or service, it can look unreliable if you don’t have the answers for them. If you don’t know your own product or service well enough to be able to provide solutions and answers, then customers will be left confused with unanswered questions, and generally feeling dissuaded.
3. Don’t Ignore Key Feedback
Perhaps there’s a problem with your customer service, which you didn’t anticipate, but a consumer brings it up. It’s important to take on board any feedback regarding how your customer service could be improved, for example, if a consumer reviews that they found it difficult to find your contact details, or that a contact phone number isn’t working.
4. Consult with the Experts
It’s a good idea to gain tailored advice from people who can identify selling problems, issues sellers may have, and how sellers can provide the best possible experience for their customers. Services like riverbendconsulting.com can help you to get back on track and improve the overall experience if your customer service has taken a hit, or simply needs a boost.
5. Be Positive and Stress-Free
If your customer is making a complaint or is angry regarding a negative experience, you need to always make sure that you remain positive and calm no matter what. No matter how stressed or dissatisfied your customer is, they depend on you to rectify the situation and be a positive influence by arranging a positive outcome.
Coming across as abrupt, angry, using negative language, or failing to offer solutions will sabotage the success of your customer service.
6. Respond to All Negative Criticism
Customers have the power to make publicized reviews, posts, or comments regarding your business — and if they’ve had a poor experience, they can easily make their negative thoughts known to other consumers. It’s important to respond to negative criticism in a professional way. Not only will others then see publicly how you’ve dealt with a situation (such as replying to a social media post or a review), but the original poster may then be inclined to alter their review and speak more positively about your interaction.
A disgruntled customer just wants to feel understood. Take the time to find out more about where your customer is coming from, and how they’re feeling, to offer the best solution.
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