Customer experience is something a lot of firms need to work on. Nowadays, if a customer has a bad experience, they aren’t just going to tell their neighbour or a few friends. They’re likely to get online and start complaining, which can cost your company dearly. Here’s how you can give them a better customer experience and avoid bad reviews.
Invest in training for staff
Good training will ensure your customers get good service when they call up. While a lot of businesses are focusing on live chat and online support, a lot of customers still prefer to pick up the phone and sort things out. Consider booking Optima telesales training Bangkok for your team, so whether they’re making inbound or outbound calls, they’re at their best.
Offer no-quibble solutions
Businesses certainly need to watch every penny, there’s no doubt about that. But sometimes, it’s better to simply offer a quick solution like a refund rather than risk having an annoyed customer. Offering easy solutions means a customer is more likely to leave you a good review and come back, and this can be more valuable in the long term.
Keep staff happy
Nothing is worse than dealing with a company where the staff seem unhappy. Prioritising staff health and well-being can help them have a better attitude to work, and that’s passed on through the interactions with their clients. Try to reduce stress at work, offer perks for good performance, and invest in training and development to keep employees satisfied at work.
Offer a variety of contact options
Instead of offering contact options you think your customers want, why not offer them a variety of options? You simply don’t know whether a customer will prefer to pick up the phone or live chat with you, so make sure you offer many ways for customers to contact you and keep communications open. Your business should have:
- A phone line – it doesn’t have to be 24/7 but bear in mind not everyone works nine to five
- Live chat – some people like live chat as they dislike the phone and need to send a link or further information
- E-mail – e-mail can feel a little slow from a customer’s perspective, so quick response is key
- An address – yes, some customers still like to write letters! Plus, a physical address makes your brand more trustworthy
Keep on top of reviews
It’s important not to let negative reviews build up, as this can damage your business’s reputation. If customers have had a bad experience and left a negative review, see if you can contact them or comment to try and rectify the issue. They may be amenable to changing their review if you sort things out for them quickly and professionally.
If your company needs to improve their customer service experience, there are many ways you can do so. Ultimately, think about what you’d like as a customer and what things would annoy you. Simply make sure you can deal with customers quickly, without quibbles and in as few phone calls as possible.