Keeping customers satisfied is key to the success of any business. The trick to doing this well is to be proactive when it comes to customer service.
If you can predict what might frustrate or dissatisfy customers, you can do something about this – before complaints happen.
We’ve all experienced bad service from time to time. What makes it so frustrating is how often these issues are completely avoidable.
Try to create a culture of excellent service within your business. Make sure everyone in your team communicates clearly and frequently with clients. Teach them to take responsibility when something goes wrong, even if it’s not strictly their fault.
Also put yourself in your customers’ shoes and assess your business’s service delivery process. Which aspects of the process could let customers down, make them wait unnecessarily or cause dissatisfaction for other reasons? These are issues to address as a matter of priority.
Lack of information
It’s frustrating for customers if they can’t easily find the information they need, about your business and service or product.
Wherever possible, make sure that the following information is easily accessible:
- contact details
- location and directions
- opening times
- product catalogue or services on offer.
Whether you have an online shop or a physical store, not having something in stock can be frustrating to customers. Proper stock control is essential to avoid this kind of customer irritation.
For example, if you plan on having a special on an item, make sure you have plenty in stock. If an item proved particularly popular in the past, adjust your manufacturing or ordering amounts to compensate.
User experience has become such an important aspect of web design because of the frustration experienced by users when a website doesn’t work as it should or information is hard to find.
Ensuring that your website is user-friendly and informative can prevent a lot of customer complaints further down the line. Make sure your website employs all the proper user experience design practices.
A lack of communication is extremely frustrating for clients especially when there has been some kind of issue or they’re waiting for feedback. If a customer contacts you via email or on your website and then doesn’t hear back from you, they’re likely to complain.
Make sure that emails and phone message are promptly attended to, preferably within 24 hours. The same applies if you have social media for your business. Make sure someone is monitoring these channels for messages from customers.
Hidden costs or fees
Additional service or delivery fees are often unavoidable, but customers get irate when these costs aren’t communicated upfront. Discovering that a purchase is going to cost more than initially thought is bound to lead to complaints.
Make sure all costs are either included in your final product or service price or that additional costs are well communicated. Clearly state any delivery or service fees in your terms and conditions and make sure that the customer has acknowledged that they are aware of them.
The Workspace puts you first
At The Workspace, we’re passionate about excellent customer service, and our branch managers and friendly staff are always on hand to assist.