Many businesses encourage their employees smiles when they deal with customer service issues. Always be polite. Never lose your cool. Isn’t it a bit like closing the barn door after the horses are gone? Customer service should revolve around providing a positive customer experience. This starts with the relationship your company builds with customers.
This relationship will be tested throughout the whole process of the buyer-seller relationship.
- 1. The promises and images of the marketing campaign
- 2. The ease of ordering/purchasing product
- 3. What product lives up to the marketing expectations?
- 4. What product will live up to customer expectations?
- 5. What can be done if something goes wrong?
- 6. What are the procedures?
- 7. Are you able to reach your company easily?
- 8. What can the customer service rep do to actually help?
1. The promises and images of the marketing campaign
Before they buy your product, people form opinions about your company and products based on the messages they receive. They often receive images of your products before they even consider buying. Are your images representative of the experience?
2. The ease of ordering/purchasing product
What makes it easy for someone to purchase your products/services? Are they able to reach someone on the phone or do they receive a voicemail message? Many companies lose sales this way. Many people who want to act immediately will just hang up and move on to the next company. Many leads don’t get followed up. A message is left, but no one responds. Do you have systems in place to ensure that the buyer can reach you when they do. Buyers want to feel confident in their decision. You make it easy for them to order, which helps them feel confident about their purchase.
3. What product lives up to the marketing expectations?
Now your customer has your product in his hands. Is it up to the hype? Will there be disappointment if the product doesn’t live up to the hype? Marketing is a powerful tool. Marketing creates expectations that must be met by the product. It can cause customer dissatisfaction. Be sure that your product meets customer expectations.
4. What product will live up to customer expectations?
A customer’s expectations are often based on his past experience with similar products, observations, and conversations with other customers. Is this going to enhance the experience or make it less enjoyable? It must meet expectations, or exceed them. Customer service issues can arise if the product is not up to standard.
5. What can be done if something goes wrong?
Recognize that mistakes can occur. Do you know how to please customers? Are you aware of the financial implications of your products? You can even look at the product. If there are many customers who have similar products to yours, it may be a good idea to fix any weaknesses.
6. What are the procedures?
Even the best products may have issues. These issues can be addressed before they happen. Decide the processes that will be used in satisfying your customers. Consider replacement and the cost of it, as well as discounts. What speed can you get a replacement product to someone if you need it? It must be replaced before new orders. Customers will share negative experiences with more people than positive ones. Not only does solving customer problems affect the customer, but also other customers.
7. Are you able to reach your company easily?
There are many frustrating stories about voice prompts that don’t work. They don’t address your problem and loop back into it without giving you a way to talk to a live operator. Facilitate the process of speaking with someone. Your systems should be thoroughly tested. Automation can be a tremendous help and cost-savings for organizations, but it must not be misused.
8. What can the customer service rep do to actually help?
Customers service reps should be empowered to solve issues. They should be able to communicate and solve problems. A customer service representative who is not able to solve your problem is the worst thing. Make sure your staff is provided with the right information and training. Give them the responsibility and accountability to their actions. Employees tend not to reach the highest level of performance that is expected.
A continuous review of customer service methods is essential for good customer service. These questions will get you thinking about how to provide world-class service.