Do your business a favor and take a good serious look at your customer service and support processes and how they are serving your organization.....most likely changes need to apply in this Covid-19 pandemic era.
Is ANYONE on your team committing these service sins?
1. Apathy - "It's not my problem."
Your customers should never get the impression that anyone they come in contact with isn't concerned about their situation. If you are like me, I just hate it when this happens to me.
2. The Brush-off - "The problem will go away eventually."
Avoiding your customer's dilemma won't fix it. All it will do is turn your customer off. Look for unanswered email requests, postponed follow-up calls, and trouble tickets that never seem to close.
3. Coldness - impersonal responses.
No matter how many times the same customer calls, he/she deserves your attention and warmth. Even on the phone, a smile conveys welcome.
4. Condescension - treating customers like incompetent children.
More times than not, service calls are for rudimentary problems. Sure, they're obvious to you, but not to your customers. No matter how many times you answer the same questions, be patient and respectful.
5. Robotism - "Is that all- have a nice day- bye bye." or "That is not a problem"
Great customer service is individualized. No one wants to be just another account. Offer your customers more than the bare minimum. And remember, people buy from people--don't be afraid to let them know you're a living, breathing human.
6. The Rule Book - inflexibility no matter what.
Rules are made to be broken - especially when today's reality has passed them by. Let customers know their business is worth breaking a rule now and then.
7. The Runaround - passing the buck.
Whether it's because of a complex voice-mail network or a cumbersome problem-solving process, customers will only tolerate so much bouncing around before they take their business elsewhere.
8. The False Friend - "I friended you on Facebook. What more do you want?"
By itself, quick 'friending' on social media sites does nothing for customer service excellence. Prove yourself a real friend by spending a bit of extra time, going to the next level and delivering service to make your mother proud.
Points to Consider in Gaining Success with CRM in your organization:
- Acquiring new customers can cost 5 times more than satisfying and retaining current customers
- A 2% increase in customer retention has the same effect on profits as cutting costs by 10%
- The average company loses 10% of its customers each year
- A 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry
- The customer profitability rate tends to increase over the life of a retained customer
Let's talk about ways to Improve the Customer Experience in your organization.