Revamping Customer Service For Businesses
Statistics from the White House Office of Consumer Affairs show that customers who have had a bad experience essentially tell about 9 to 15 people about these experiences. Because of statistics such as these customer service is the key to improving one’s business profits and overall customer satisfaction.
Quality of Service
Defaoto Research says that a total of fifty-five percent of customers would agree to pay higher prices in order to assure a better all-around customer service experience. OEE’s Paul Thomas has some helpful tips to get businesses back on the right track to pleasing customers.
Thomas’ Top 3 Service Principles
1. A focus on value.
2. Imagining that the employee is the customer.
3. Valuing complaints.
In order to focus on value, businesses must understand that value is what customers are willing to pay for, rather than being something that the business wants to sell.
To fully comprehend this value, businesses need to ask their customers what they want. Remember, if businesses don’t first define value, then improvement turns out to be just cost reduction; and that is not the same thing as improving service.
Focus on Customers
Another way of improving service is to focus on an external force, the customers. An easy way to do this is to imagine themselves as the customers. Businesses must place themselves in their customer’s shoes in order to get a grasp and fully understand what the customer wants. If the business does this then their customers will begin to take notice.
However, there needs to be a level of understanding of the obstacles that customers encounter when receiving a service. Businesses need to take the time to identify and prioritize each of these obstacles that affect customers and work to get rid of them one by one.
It is also very important for businesses to give the customer what they request, whenever they request it, however they request it and where they request it. And, above all else show customers that they care.
Be Open to Feedback
The last tip that Thomas suggests to improve customer service is valuing complaints. For business owners, complaints offer a window to view the workings of their businesses. Complaints are also beneficial, in that they can be considered as free market research.
According to Lee Resource, there are twenty-six unsatisfied customers who have remained quiet per every customer complaint. That fact alone is why it is vital for businesses to handle customer complaints quickly and efficiently.
Businesses need to tackle the root cause of the complaints in order to improve customer service. To begin with, businesses should analyze complaints data to be able to accurately identify the root cause of the complaints. After that, businesses need to prioritize the complaints that affect the customers the most and eradicate them one by one.
If businesses follow these three tips their customers should experience better customer service and leave the establishment happy and on a positive note.