A Harvard Business Review article shared this important insight on customer service for businesses — customers are much more likely to stop using a business that provided a poor service experience than they are to stay with one that provided exceptional customer service.
Similarly customers are more likely to share a poor service experience then share a positive service experience.
Reducing customer barriers is one of the best ways to avoid a negative customer experience.
Here are some ideas on avoiding poor customer service (and some technology ideas to help you).
Make it easy.
Look for opportunities to eliminate customers having to repeat their problems or contact you about them multiple times.
Consider proactively following up with customers to discover and resolve any issues they may be having. Whether the follow-up is initiated by a person or automated, make sure customers get the help they need right away.
Customers want to know what they’re getting. For example, if a salon’s customers are used to appointments taking 75 minutes, they do not want an appointment to take 50 minutes one visit and 100 minutes another visit.
If you promise something – even something small – make sure you deliver.
Using a customer relationship management (CRM) system can make it easier to track interactions with customers and collaborate with colleagues on delivering service as promised.
Alternatively, using a cloud-based note taking app is a simple way for your team to track their customer service to-do list.