Customer service plays a significant part in fueling the growth of your business that’s why it’s crucial that you provide positive experiences to encourage customers to keep coming back. But it’s difficult to meet expectations, let alone exceed it when you have poor customer service. Here are four common drawbacks to avoid and how to overcome them.
Failure to listen
Making assumptions about what the customer wants instead of listening to what the individual needs is a big customer service blunder. Dominating the conversation because you think you already have a quick fix to the issue is not the kind of approach that you should be following in your organization if you want to build a relationship with your clients.
When a client comes to you with a problem, the role of customer support is to learn the root of the problem in order to come up with viable solutions. A good way of doing this is by asking questions, listening, and trying to understand what the individual needs. Letting your clients feel that you care helps establish a bond of trust that can generate customer loyalty.
No customer relations
Thinking that your job is finished after closing a sale is not the way to go if you want to establish a strong customer relationship. How can you effectively improve your services and meet the needs of your clients if you don’t make an effort to cultivate a good affiliation?
Let’s apply this to a sailing charter company … it is vital to give customers a positive experience from the moment they get in touch with you until they disembark from your boat. If a potential customer calls you on the phone, it is recommended to answer within the first three rings and use a positive tone regardless if he is the first caller of the day or the 100th caller. Make each caller feel important by giving the individual your full attention and answering his queries to encourage the person to book with you.
The next thing to focus on is providing the best possible service during the trip from personalizing the experience to ensuring that every customer need is met. Although your goal is to give your passengers a fun and memorable sailing trip, communication should not end there.
Connecting with your customers after a trip to learn about their experiences is an opportunity to build customer relationships and gather helpful insights. As much as you welcome commendations, you should keep an open mind about constructive criticisms that you can use to improve your operations. In the sailing industry, it pays off to keep the communication line open with your customers so you can identify areas of improvement and at the same time encourage customers to book with you again
Absence of personal customer contact
Some clients feel that fully automated customer support lacks emotional connection. You can consider providing different modes of communication to give people the option to talk to a company representative over the phone or chat online. Although automating straightforward tasks can accelerate productivity, AI-based virtual customer assistants may still lack the ability to resolve complex issues. Utilizing automated solutions and tools while preserving human touch can help you deliver exceptional customer service.
Being reactive instead of being proactive
Did you know that 96% of unhappy customers won’t bother complaining to you but will likely tell 15 of their friends about it? This shows that just because you are not receiving any complaints is not a clear indication that your customers are satisfied with your services. Disgruntled customers may keep their silence but will most likely choose not to book with you again and discourage other people from doing so.
From a customer service perspective, a reactive approach means sitting on the sidelines and responding to customer queries as they come, regardless if it’s via phone, email or chat. There’s nothing wrong with answering questions when you are asked but it’s better to anticipate a potential issue and avoid it from escalating into a full-blown problem before the customer even asks for assistance. This proactive approach enables you to detect and react to potential issues and resolve them as soon as possible so that your clients can have a positive experience.
By avoiding these customer service pitfalls, you can revolutionize your company and make it the best version of itself. If you want your business to have an effective support team, CaptainPanel can help you set up an around the clock ‘chat support‘ to answer your visitors’ questions.