What Your Customers Think about Your Customer Service
What Your Customers Think about Your Customer Service
Back when people used to exclusively use the telephone, or in-person settings, to receive customer service assistance, many companies ask callers to answer a brief survey at the end of the call or session. It’s quite questionable as to how many people actually took that inquiry seriously, especially if the conversation was frustrating, so that method is one up for debate. However, you can use some methods to find out what your customers truly think about your customer service skills.
Integrate Modern Technology
When you want to address the modern customer, you need to integrate modern technology. Remember, cloud usage is expected to grow 66% for high performers and 108% for moderate performers. You cannot escape the role that technology plays in businesses. In fact, when you take a more modern approach to the overall happenings of your company, you may find that customers are more pleased in general.
“Cloud usage is expected to grow 66% for high performers and 108% for moderate performers.”
Consider the Use of Paper Surveys
Right now, you may love a good old-fashioned paper survey, but that doesn’t mean your customers do. Consider what role these surveys really play in your business. For example, if you are a service-based entity, such as a tutoring center or a wedding planning company, then you may have a quiet place where customers can elect to fill out a survey after the session. However, if you are asking customers to complete surveys while a store representative is hovering over them, then you need to think about how honest the answers actually are.
Don’t Send Scam-like Links
You may also encounter a problem if you are sending your customers links and asking them to comment on the products and services you offer. People have become very skeptical of any links sent through email with all of the viruses that are out there, and they may simply not open the email even if they recognize your email address. Not only may people avoid these types of emails, but it is also possible that some email boxes will just send them right to spam.
Check out Review Sites
One excellent way to find out what customers think about your customer service and your business as a whole is to check out major review sites. For example, if you visit Trip Advisor and Yelp, you will likely see your business on there. Then, you can see what people have to say. In fact, you can start responding to their comments. That is a great way to build better customer relations as long as you actually take what they have to say seriously. If you just respond to each concern with a generic and bland answer, then you are unlikely to generate more positive responses.
View Your Facebook Page
Another great way to see what people think of you is to take a real look at your Facebook page. Many people have learned that the way to get a business’s attention is to write a complaint on their Facebook page. They know that even if you do not respond to them directly, they are still getting the word out there to other people about the problems with your company. On the other hand, you may find positive reviews. People are also likely to go to a company’s Facebook page to rave about the business. If you have other social media sites set up for your company, look to them as well.
Do Some Research
Maybe you have a sense of what is wrong with your customer service department. For example, perhaps you think that the customer service is too slow, but you do not know if customers think that. You can try to do some research online. Type the name of your company followed by “slow customer service,” or “poor customer service” for a more general view, into a major search engine. Then, if other people have ranted about your customer service or this particular element of your customer service, then you can see that for yourself and work to resolve the issue if it is a recurrent one.
Figuring out what customers think means that you need to get into their minds. In a world that so heavily relies on the internet, you need to think like they do when on the web.
