When ever we talk about a good brand or bad brand it’s always judge by customer care experience of users. For example, if your telecom company customer service makes you wait a long and never able to resolve your issues, it’s like a bad experience. Similarly, if they resolve your issue within minutes and without any wait time, that’s what we can good experience. On internet, you will find many horror experiences with companies shared by customer. Such bad experience adds into your bad reputation management and here I’m sharing things which you can avoid to stop giving annoying customer care experience to your customers or buyers.
Good customer relationships don’t get formed on their own. You need the help of a dedicated staff and good systems in place to ensure that your customers don’t have to face the following problems.
Avoid these blunders to give Customer Care Experience:
Being Asked for the Same Data Repeatedly
If you don’t have systems in place, then each time a customer calls your company up he will be forced to share the same data repeatedly. Or when a customer’s call or account is transferred from one executive to another, he might be needed to repeat the same information to the new person in charge. Even having to repeat to a person what one has already provided to the IVR system can be quite irritating for any customer. With proper systems and software in place, all he would have to do is provide a reference number and the company professionals would be able to trace the details on their own.
Being Transferred from one Executive to Another Aimlessly
Very often when a problem is not found in the standard rule book company executives don’t know what to do with the customer. They may not have the authority to take decisions about the problem and so they keep passing the buck from one individual to the next completely ruining any chance of resolution. Since the customer will not be able to solve the problem with ease there is a good chance that he will not use the services of the company again. It is vital to let customers know that the problem can be solved and guide them to the right person. The onus for this is on the first customer care individual. If the problem is complex and he cannot handle it he must find out on his own who can solve it before transferring the customer to the next available executive.
Never Getting the Same Customer Care Executive Again if Call is Disconnected
With the standard script lines for beginning and ending conversations being drilled into customer care executives it can be a while before the customer can get down to actually explaining what his problem is. Then add the problem of network connectivity where the call gets disconnected and you have the makings of a frustrated customer already. It should be the customer care executive who should call the customer back if the call gets dropped. This simple gesture will make the customer feel heard. By not making him go through the whole painful process of dialing up and going through the company menu of options you have relieved the customer greatly. Now all you need to do is actually understand and solve the problem he has and believe me he will be loyal to the company for years on end.
Well, I don’t intend to scare you but a good experience will make your customer remember you for long and for ever. And in the end it’s always word to mouth marketing, which really matters. Here is one funny but nice experience shared by Scott McKain:
As a customer do let us know what other factors turns your experience into horrible customer care experience with any services which you have used or are using.