It seems that as our technology improves, the business/customer relationship is declining. With online sales and technical support, the personal side of customer relationships isn’t as prevalent. There is no longer loyalty to a company and its products and services. This trend can cause a significant decline in sales. One way to counteract this trend is to solve customer service problems successfully and efficiently to build customer loyalty.
The following list outlines simple yet effective methods for successfully resolving customer service issues:
Create a Customer Complaints Department: The best way to deal with customer complaints effectively and efficiently is to have experts who can handle angry customers with their problems.
Be polite and courteous – If a customer walks into a business or calls, it is important that the customer service representative takes the time to show that they care and are willing to listen and help. Empathize with the client’s problem. An angry customer will calm down if he feels that he is valued and respected. Be positive.
Record the problem: Writing down the complaint and the actions that will be taken helps avoid misunderstandings. It also shows the customer that the issue is important to the business.
Provide solutions or methods to solve the problem: Do not list business policies and practices. This will only infuriate the customer. Work with the customer to arrive at a solution that satisfies the customer. If possible, do not pass the problem on to another representative or transfer the call to someone else. If you do, make sure the new rep has all the relevant information so the customer doesn’t have to repeat themselves.
Empathize, don’t apologize: a direct apology will blame the company. It’s better to empathize with phrases like, ‘I’m sorry you had such a difficult time with our product.’ It will show that you care about the client’s situation. Try to understand the client’s feelings and point of view. Understanding will go a long way in satisfying the customer.
Keep your promises: make sure you don’t make promises you can’t keep. It will give a bad image of the company and make you look incompetent. The customer will also appreciate a reliable service.
Produce positive results: Always stick with your plan to solve the problem. A poor or poor quality service will make you lose customers. The key to keeping customers is to always deliver on your promise.
Offer loyalty incentives: If the issue cannot be resolved properly, offer the customer an incentive to remain a loyal customer. This may include giving them a replacement product or service along with a gift or discount on their next purchase. Everyone loves free stuff. It will make the customer feel appreciated.
Think of customer complaints as lessons for improving customer service. The solution to excellent customer service is being able to identify the type of customer you are dealing with. To reap the rewards of customer loyalty, you must put the customer first when there is a problem. Showing the customer that you care and are willing to solve the problem efficiently and effectively will go a long way in retaining customer loyalty. Customer loyalty can’t be established right away, but it’s worth the investment. A happy and satisfied customer is essential to a long-term and successful business.