It is often said that customers are the backbone of every business. Indeed they are. Without customers, businesses would be out of service. It is therefore important for businesses to pay careful attention to what customers want. Make sure that your customer service is able to deal with their issues in a courteous and friendly manner. The following 5 signs are indicators that your customer service is broken:
Ignoring The Requests Your Customer Makes
Customer service agents need to listen to customers. If the culture within your organization is not to do so, then your customer service is broken. The top management may sometimes also worsen the situation by policies they expect to be implemented.
For instance, when a customer calls for a refund; it is the role of your company to reimburse them if the due process has been followed. This may sometimes be a loyal customer who has purchased a defective product. Ignoring him or her may lead to business loss.
No Interactions Through Mobile
There are times when customers can call businesses and get no responses. Phones may ring and never be answered. Other times the phones might be completely dead.
It is the objective of a business to make processes seamless and smooth. This can only be done through excellent customer service. During this day and age, there is no need for customers to send emails or present themselves physically for minor issues.
Customer service evolves with times. Training needs to be done regularly. If this is not done, customer service levels will drop.
All employees of your company need to know how to deal with customers. They should have some knowledge and skills in customer service. Employees who interact with customers need to have listening skills. They should be able to personalize customer experiences. Rudeness should not be entertained in customer service.
Not Understanding Customers
For businesses that are starting, it may take some while for you to familiarize yourself with customers. This learning curve grows as the business grows. You are able to get to know your customers well and their specific needs.
However, for businesses with dead customer service, there is no learning initiated. If it was initiated, then it died off along the way. Whatever customers want is not understood by a business at this point. Companies should be able to learn consistently on how to deal with the specific needs of their clients.
Employees Are Not Empowered
Employees who deal with customers need to be empowered. They need to be able to give customers the help they need. This makes customers see that their needs are handled promptly without long waits.
Having these employees seek approval for employee details need not happen. Once a customer arrives at a customer care desk, he or she should be served without an employee telling him or her to wait for someone else. This puts jeopardy into customer service especially when approvals and the waiting time is long.
Customer service is key to any business. You should ensure that you strive to promote high customer service levels. This will lead to customer satisfaction. When customers are satisfied, they will always return. They may also be with them their referrals thereby growing the business.
Employees who deal with customers need to provide concrete solutions to problems. This will have to involve a lot of listening from them. In turn, a customer can get whatever he or she wanted.
After vigorous training, some employees may still not be good at customer service. Not all people are good at people skills anyway. Such employees need to be placed in other jobs in which they can deliver better. In the long run, this will enable better service delivery.