BLOG 231 – Avoid these 4 pitfalls when dealing with your customers complaints
When it comes to getting customer service right in your business, is your problem-solving process effortless for your customers?
Or do your customers have to work hard to get their issues resolved?
If you step into your customers’ shoes, what do they experience when trying to resolve their late delivery, missing items or incorrect bill?
It may help to study the 4 pitfalls below and use them to analyse your business’s own customer service performance…
These are 4 things that nearly all businesses have done at one time or another and many still do!
- Customers have to contact you more than once – this is because you fail to solve their issue the first time. Nothing annoys a customer more than having to call you back.
- Customers having to repeat their information to you. Having to repeat the same issue to several people when they are passed to another department.
- Choose your words carefully – the words you use can affect the way your customer feels – get these wrong and you customers will walk away.
- Bouncing customers around from department to department wastes time and irritates all customers.
These 4 pitfalls will bring business failure, research tells us that 96% of customers who found it difficult to resolve their problem and found the process high effort did not repurchase – their loyalty was lost.
Click here to learn in more detail about the 4 pitfalls to avoid if you want to make the experience your customers have effortless when resolving their problems.