Customer Service Matters!

How do you feel about customer service in your business? Do you give stellar customer service to potential, current, and past clients? Does it matter?

YES, it does.

Customer Service Matters

Big or small, new or seasoned, every business should make every effort to provide the best possible customer service experience. I would even go so far as to stay that your customer service system is absolutely crucial if you want to take your business to the next level.

I recently had to contact a large company about an issue and there were several (not-so-good) things that stood out. As I reflecting on the experience, it made me re-think my customer service system. If you haven’t thought about your own customer service system for your business, here are some things to consider:

Make it Easy to Contact You

The first thing I did was go to the company’s website. I searched everywhere, to no avail, for an email address or phone number. I found a link to the help center, which gave a lot of topics, but none of them were solutions to my problem.

When I finally found a “contact us” link, it was to a web form. Each step required picking a choice but none of the choices came even close to what I needed. I wound up just making up choices so I can get to the part where I could explain my situation.

Lesson for us: Make your “contact me” link front and center on your home page and elsewhere on your website. Put it in the Footer, put it in the navigation bar, put it everywhere. Don’t make people, especially potential and current clients, have to hunt down a way to reach you.

Respond in a Timely Manner

Okay, so I finally get the form filled out, got the confirmation, and waited. And waited. And waited. The confirmation message said that someone would get back to me within 24-48 hours. Um, no. I got dead air. So frustrating.

Lesson for us: Try to get back to customers as soon as possible. Don’t ignore them. If you can, hire someone who is dedicated to handling customer support. Making your customers feel heard will make you a rock star. Believe me.

Do Everything in Your Power to find a Solution

When I didn’t get the results I needed via email, I was finally given a phone number to call. The representative was very nice but not particularly helpful. I was put on hold for 15 minutes, and she still came back saying she wasn’t authorized to help me. When I finally got a manager on the phone, he was nice but I had to push and negotiate just to get some semblance of satisfaction.

Lesson for Us: Do what ever you can to make things right. I am NOT a believer that the customer is always right; however, I am a believer in doing whatever possible (within reason) to make the customer happy. Even if the customer is a pain, go the extra mile. If you hire someone to do the customer service, give the person the authority to make the decisions necessary to help the customer.

Honestly, if I was able to contact someone quickly, if they responded in a timely manner, and made an honest effort to help me, I would have been a happy camper. Instead, I felt frustrated, ignored, annoyed, and not very favorable about the company.

Little things can go a long way, especially when it comes to giving first-class customer service.

 

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