How Good is Your Customer Service?
Your clients are pretty much the reason why you are in business. Regardless of how much we like them or not, how much we try to pick and choose who we work with, you will always have those customers who will not like your service, or how you deliver it, or how you explain it. And that’s when they will start to complain about it.
Sure we all say, if they don’t like what I do or how I run my business, they can all go somewhere else. But before they will do that, they could really damage your business reputation, which is why your customer service needs to be spot-on at all times.
We have identified there are some stages to customer complaints. It all starts with the first person they can get hold of when the problem arises, and if the issue is not being handled at that stage, that’s when it escalades to management and so forth. Regardless of how little their problem might be, complaints can become really dangerous if they’re not being handled properly. It’s not that customers will tell their friends and family not to use your services, but they will also tell the world. It’s so easy to share on forums and social media a bad experience, that the last thing you want to do is to upset your customers to the point that the voice their unpleasant experience to the world of web.
So what is there to do? There are plenty of ways to tone down your customers’ disappointment. The first and most honest thing to do is to apologize. Empathize, understand, listen and take action.
Let your customers know you understand what they are talking about, explain that you once felt that way in the past as well, explain your customer that you can’t find the words to apologize enough, and by all means try to resolve the issue as quickly as possible. Diagnose what lead to a customer feeling the way they did, and make sure you re-pay them or offer something in exchange as an apology gift to make up for the mistake.
Like I said, customers are the reason why you are in business, make sure they are happy ones too!
Originally published at Ezy VA Blog — How Good is Your Customer Service.
