The Customer is King! You might have heard that phrase many times, but you may not actually know its importance. Just ask any owner of a successful consumer business or better yet, just be a part of a Facebook community where the only topic of conversation is food; you’ll see what we are talking about.
So, now that you might have gotten an idea after reading the negative reviews of customers and companies making their best effort to apologize to them for their shortcomings, let’s look what should be done to resolve them or better, to stop them from happening in the first place.
Make Sure that All Your Employees have Extensive and In-depth Product Knowledge
Extensive and in-depth product knowledge is important for customer service representatives to effectively deal with questions and complaints thrown at them by inquisitive and angry customers. If they themselves don’t know the chief characteristics and attributes of their products/services and the standard operating procedures (SOP) to deal with a specific problem, how can they be expected to effectively resolve customer problems?
Empower Your Employees to Take the Necessary Measures and Steps
A decentralized decision making structure, especially in the customer service department, can drastically reduce the time it takes to resolve a situation in a way that delights your customers. This is why it is important to equip and empower employees to take individual action whenever possible. Not only does it result in timely problem resolution, it also improves employee engagement and self-confidence because the company trusts them to make a decision that is in the best of interest of both the company and the customer.
Do Not Promise what You Can’t Deliver
In the quest to cater to as many customers as possible, too many businesses make marketing or sales promises which they cannot keep. As a result, they are not able to meet the requirements and expectations, which in turn damages the reputation of the company and results in an unsatisfied and unhappy customer; and we all know how an angry customer can harm an entire brand through negative word of mouth – especially through social media.
So, make sure that your customer service strategy clearly discourages the use of such tactics in order to ensure the long term success of the brand and the business.
Resolve Customer Complaints at Quickly as Possible
Resolving customer complaints quickly and in a befitting manner is what every customer expects. The less time it takes to resolve a problem, answer a query and acknowledge an error, the lower the chances of the customer developing a negative perception and spreading negative feedback.
Customer service representatives should be empowered and trained to solve problems and answer questions from start to finish. This allows the situation to be dealt with in the most effective manner as the person assigned with resolving it will have a thorough understanding of the nature of the problem and the person reporting it, and also increases accountability.
Most companies have incorporated this tactic into their customer service strategy long ago to enhance product/service delivery and to monitor performance; hence, the statement, “this call may be monitored or recorded for quality assurance purposes.” Monitoring, coaching and feedback increases accountability and helps ensure customer queries and complaints are handled in a manner aligned with your brand promise.
It also enables you to highlight shortcomings and develop a plan to effectively resolve the most common customer problems.