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I believe that paying customers equals business profits. No customer, no sales. No paying customers, no profits. Since 20-80% of your reason for business venture is profits, then pay the price for profits.
Customers are kings and should be treated as such. I love to be given a royal customer service. What of you? We all love it and have to strive to create it in our businesses. Remember, customer service is not just a department but a right attitude towards your customers
I want to share 3 most important mistakes you are making and your customers hate them. So, reverse and revisit your system now.
Let’s go.
Unqualified Customers Service Agents or Representative as you call them: This mostly happens, when customer service is unimportant to a company. When other departments are budgeted for and customer service become relegated. So, they hire anybody to answer their customers. For instance, I emailed a well-known online money transfer platform to inquire of their service to a particular country, I was shock to read a different answer entirely from what was said on their site. I had to resend an email for more clarification and confirmation of what I have seen and quoted from their site. Surprisingly, another agent wrote to apologies for the error of the uninformed agent. I instantly was worried of what their real service might be.customers hate this.
Solution: Hire and train best hands for your customer service. Make the investment on your customer service agents, they are your image makers. Train and retrain them.Your customers service agents tells a lot of what to expect from any company.
Lack Of Proper Customer Service Tools: Some companies are adopting systems because other people are doing it. Most companies forget that most people visiting you are social beings who are use to chatting, videoing and texting. Phone call is traditional. These people want it now or never. Imagine, you only have and display“call xxxxxxxx” when the person want instant reply, with many other option available to him, will he really call you? My point is: do research and find out the right tools your customers want you to use to reach them, not what you want to use to reach your customers.
Solution: create surveys and ask your currently customers if they are comfortable with your current way of reaching them, you will be shock to their answers.
Indecent Salary. It may be shocking to you. Customers hate this. They imagine it. You could have built the best tool, product and platform, but your customer service is still a mess. Customers are still running away from you. Go and read reviews about your company and discover what people are discussing about you. When you reward people properly for a particular action, they keep doing it for more reward. If you don’t pay well, agents will attend to customers anyhow and customers hate being attended to anyhow. What you do your staff affect your customers and invariably affect your revenue and profits.
Solution: Pay customers service agents very well with good perks you can afford as you grow.
You may also want to check out my proven 10 steps to revamp any customer service unit and help you retain 5x more of your current customers. CLICK HERE TO CHECK IT