A satisfied customer means a well-growing business. Yes! Sales, production, marketing, all these are significant factors in running a company. However, none of these departments would last long if the customers aren’t happy with the results.
It is a part of the business to deal with customer issues. Only then will you be able to fly high in your respective industry. The solution that you offer shouldn’t just make the customer content. But it should also enhance their loyalty to the brand. We are closely knit through the internet, so it is critical to maintaining a good image in the public’s eye.
Here are some of the common issues everyone faces and solutions that you need to consider for a quality resolution,
What’s the problem!
Customer support should be well versed in their process and understand a person’s psychological cues at the same time. Let’s discuss this with an example. Let’s say, the customer has been using a smart device and it hangs suddenly. They try to contact customer support, but all the contact are incorrect or doesn’t connect.
This will only infuriate the customer even more and lashes out at the agent when connected. Here, while you listen to the customer venting out, you also need to understand what their core problem is. When you learn that it is their device that’s throwing a tantrum. It gets easy for you to deal with them. Be empathetic and cautious while speaking to such clients.
The reluctance
This is especially for people in sales. They drive the potential with enough calls & messages and when the conversion happens, the sales guy seems to go incognito. Of course, they have many other leads to take care of but, it is essential for good customer service to keep in touch with the new clients and ask for some feedback.
Such gestures reflect positivity and hence improve the brand’s loyalty. Take some time out of your schedule to get in touch with your successful leads and inform them about other representatives. Who will deal with the issues and concerns. By such delegation, people will consider themselves to be in safe & responsible hands.
Protip:
Send informative content to the customers through email. Investing in email marketing is much more efficient and time-saving than calling each person. Find the email addresses using GetEmail.io. This email hunter also comes with a chrome extension to LinkedIn and Gmail, thus making it easy for you to gather contacts.
The real conversation
Surely the world has become easy with technology and its automation but, when it comes to dealing with issues, we need a human connection. Many people prefer to talk to a person to resolve their issue than find its solution on your website. Automation of customer support might ease the pressure from the team however, there is also a chance of an increase in customer dissatisfaction.
To maintain good numbers, offer various ways of connecting to support. Simple steps like including the time it will take to get to a representative on calls and chats, simplified bot chats. Easy transfers are some of the key considerations you need to look for.
Final thoughts
Poor performance affects the business so much that 85% avoid companies that offer poor customer support and 62% avoid companies with a bad customer support reputation. Understanding and empathizing are two significant factors that when used correctly. Will enhance your brand’s image and help overcome all the client problems.