Good products or services and excellent customer service are the ingredients for a successful business. While you may easily locate your satisfied customers and know that you are providing amazing customer service, tracking unhappy customers can be difficult. This is because most customers who find your customer service poor and unprofessional, usually back-off without providing feedback.
The following are indicators that you should focus on improving your customer service:
Customers leave your company
Poor customer service is a danger to your business; not only because you lose existing customers, but also because you lose some potential clients. Customers, whether or not they provide you feedback, give feedback to their friends, family and acquaintances about a company’s service. A happy customer guarantees more customers in the future, as well as a dissatisfied customer means fewer.
Keep an eye on how many customers are leaving your company. If you see an increase; poor customer service could be the reason.
Too few complaints
Too few complaints do not always mean you are providing excellent customer service. For many people, it is easier not to complain than it is to share your concern or resolve a problem. If you are not receiving many complaints, you could be doing great. However, you could also have underlying issues that customers are not willing to put effort into resolving.
Rather it should be taken as a wake-up call that your CSRs are not performing their job well. Because most of the customers when faced with poor customer service, simply back-off without giving their feedback.
Long waiting time
Nobody likes waiting in a queue, whether on the phone or in a physical line. Customers want to get in touch with a customer sales representative as soon as they can, and with as few obstacles as possible. If your customers have to wait long, you should find out why, and try to minimize the wait times. This may mean customer service training, hiring more staff, or developing more resources.
Customers not given complete information
If customer service representatives do not provide complete information about a product or service, then customers may find problems in the future. If you want to build a long-term relationship with customers, you need to make sure that your customer service representatives provide all necessary information. Information can be product features, service information, total cost, and additional costs.
Asking your new customers ‘how did they find out about your company’ is important to see if your customers are happy and satisfied. Bad customer service annoys customers who in return complain about your company, resulting in a decrease in referrals. If you do not receive customers through referral, you may want to reach out to your customers.
Customer service representatives do not have the knowledge or skills
If your customer service representatives do not have complete knowledge about the product or service they are selling or if they do not have the power to resolve customer complaints, then they have to refer the customers to other employees. This lack of information is annoying to customers, but more so means your employees lack necessary skills.
6.5 Get rid of those who are not willing to improve
Everyone makes mistakes, and it’s perfectly okay to do so as long as you learn from them. But if employees are not ready to learn from mistakes and not willing to improve, then you may have to consider replacement. While terminating current staff should occur only after exhausting all other improvement steps, sometimes it is needed for the benefit of both the employee and the company.