5 Warning Signs Your Customer Service Needs Improvement
An important element to any thriving business is superior customer service. This time of year, it seems especially critical. Poor customer service can turn off potential clients or cause you to lose existing business in a heartbeat. Here are five things to watch out for if you want to keep your service on track.
Interaction with the customer doesn’t end as soon as you have a purchase order. In order to ensure repeat business, you should follow through with status updates and tracking notifications, so customers know when to expect their package. Also, make sure you have fast delivery times. Not only will the client be pleased with the quick turnaround, but you’ll also be able to close out the order instead of devoting precious time to tracking down your packages.
If the delivery system in your business is broken, take the time to fix it. Use a service with consistently high standards. For example, Rymax is able to ship 98.7% of its orders in just two days, while the remainder of orders arrive within ten days. When shipping duration is cut down, customers are happy, and you’ll spend less time and company resources resolving delays.
Your front line staff is often the first impression customers receive of your business. It’s important that customer service representatives are not only well-trained and prepared to answer all questions, but are also happy to assist!
While reps should be ready to give the lowdown of the business, it’s also smart to make sure no one is sharing the wrong information. Keep staff up-to-date with any changes that get implemented. Let them know when new products are added, so they can talk them up with the customers.
If your staff is disengaged and indifferent, they can’t deliver great customer experience. Consider implementing the below to keep staff motivated, engaged and performing at their best. Your employees and your customers will thank you for it:
- Employee recognition programs
- Staff appreciation events
- Incentive programs for highest call volumes and positive customer feedback
- Weekly team meetings
- One on one meetings
- Dedicated customer service training days
Highly-motivated staff will work harder for you. Add in the right amount of training, and you’ll have a stellar team.
Too Many Call Escalations
On top of sharing general information about the business, each of your customer service reps should be prepared to resolve minor customer complaints. When the staff member has to call in a manager, customers can get impatient and grow even more frustrated. Frequent intervention also means your managers are getting pulled away from potentially bigger problems.
Take the time to understand the most common complaints your staff hears from customers, especially ones that require managers to get involved. With this knowledge, devise a plan of action to address these issues. At Rymax, we empower front line staff to resolve the problem smoothly without calling in a supervisor.
Additionally, by looking into the problems your customers have most often, you might uncover some flaws in your operation that are fixable. Resolving these could minimize the number of unhappy calls received overall.
Lengthy Response Time
When you tell a customer that you’re going to get back to them, make sure you stick to that promise. If you’re unable to deliver on the customer’s request right away, it’s respectful to respond immediately and give a time frame. Let him or her know that you received the question, concern or complaint and you’ll look into within a certain number of days. This gives your customer the satisfaction of knowing that you’re working to resolve the inquiry.
Once you’ve given an expected time for your response, do whatever you can to follow up by that deadline. Customers that don’t hear back from you may get frustrated that they have to reach out again, or worse, they may just take their business elsewhere.
This next tip goes hand in hand with the two tips above. We talked about arming customer service representatives with the knowledge to handle customer inquiries independently and without assistance from management. Similarly, we should also talk about them being able to resolve issues quickly and on the first shot. First call resolution is key. Customers don’t like having to call three or four times about the same issue, so resolving the issue the first time is key.
In the event that a phone call ends without resolution, staff members should assure the customer that the issue is being looked into and that they’ll be in touch when a solution is found. This takes the onus off the customer, making additional phone calls on his or her end unnecessary.
Another reason a customer may call multiple times is that the representative didn’t follow through with the request. If someone is wishing to make account updates or modify an order, it’s crucial that staff confirm the changes actually went through. Nothing is more frustrating than being told that something was taken care of only to discover later that it wasn’t.
Ultimately, make sure you have well-trained, motivated staff that knows how to fix customer service issues. Commit to following through with status updates and fast deliveries. Want to learn more about how to improve your company’s customer service? Need help motivating your customer service team? Contact us today.