Source: Aish Sankhe
When you own a business, customer service is the key to your success. During this time in our culture, it seems customer service is lacking. According to Engati.com, there are 7 reasons why Customer Service is failing right now.
1, The Customer Service fails are not being customer focused. It’s not the benefits of the business but what benefits the customer.
2. Having an unfocused approach. You will need to look at what is not working and create a strategy for improvement.
3. Not being proactive. You can’t be passive in responding to a customer. Don’t delay in dealing with any issue they bring to the table.
4. Lack of delivery. If you set an expectation. Deliver.
5. Lack of self-service solutions. Many customers want answers quickly. Always offer a way for them to get their answers i.e. FAQ’s page on website, chatbot, etc.
6. Delivering generic experiences. Make your customers feel special. Provide a customer service department that will answer their individual questions.
7. No customer service culture. Customer Service should start from within. If you take care of your employees like they are customers they will know how to care for your customers.
You may think your customers are happy with your service, and that may be true, however, it never hurts to make improvements to your service plan. Businesses are competing for the same customers and the success is built on a strong customer relationship.
A good customer service plan needs to have an understanding of your customers. After conducting some market research you will have better insights of your customers needs, preferences and what issue they need a solution. Set customer focused goals that help you and your employees have a clear understanding of how they should treat your customers. Make sure you invest in employee training and ensure they know how to provide exceptional customer service.
Effective communication is essential in a customer-focused business. Establish clear communication channels for both internal and external communication. Keep your employees informed about customer needs and feedback. Actively listen to customer feedback and treat it as a valuable resource for improvement. One other important component is delivering consistency by building trust with your customers. You can build this trust through your website, their in-store experience or customer support.
Lastly, stay adaptable and limber so your business can adapt to the evolving needs of your business. But with the changes, always improve your customer experience. Stay ahead of your competition. You always want to keep your mindset on your customers in every aspect of your business. Your success will be determined by your customer’s experience.
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