Monday, August 14th, 2017
In many ways, the relationship a business has with its customers is subject to a very familiar set of rules! There are often highs and lows, mistakes are sometimes made, some easily forgiven and others that when compounded might trigger a break point. And then of course, it’s often how those mistakes are rectified that can make all the difference to the eventual outcome.
Whilst all businesses will get things wrong from time to time, what determines the real outcome is how the aggrieved party (in this example an angry customer) feels that they have then been dealt with, so much so that a great customers services solution can create a long term and very loyal customer out of adversity.
One way of approaching this potential problem might be to review some of the most common customer services issues that could arise and to plan accordingly. With that in mind, the team here at mplcontact Sutton Coldfield have put together six ways to help your customer services team to reduce the chances of a customer “defecting” to a competitor.
These days, people expect to find solutions to common problems themselves. To that end, if your business has an FAQ page on its website and adds to it whenever issues become apparent, your team may get less calls regarding those issues going forward.
By the time a customer calls customer services, they often feel in need of an instant resolution, so being kept on hold too long results in more lost customers. As consumers, we understand that no one likes to have to continually repeat themselves. If customers are transferred to another department (which shouldn’t always be necessary in a modern contact centre environment), having to then start their story from the very beginning can be very frustrating for them too.
When a problem occurs, it is also crucial for the business to then make sure they are doing everything to solve it. If a customer feels that they are putting in significantly more effort to resolve what they see as “your mistake”, all may not end well. Most people realise that problems do occur and if your team handles the query with empathy and “goes the extra mile” it can turn a negative experience into a positive one.
And that is where mplcontact of Sutton Coldfield, Birmingham can assist. If you want to know more about how we can help your business create a great customer experience, please call us today on 0800 018 6009 today or alternatively, just complete our online enquiry form HERE.