You can’t have a business without customers. This might seem obvious, but many business owners seem to have a hard time grasping this concept with how little value they place on their clients. Leaving customers on the phone for hours at a time, forcing them through a thousand transfers, and acting like their problems don’t matter all have a dire effect on companies. More than 67% of customers will switch businesses if you don’t provide adequate service. On the flip side, 72% of consumers will share an excellent customer service experience with at least six other people. Thus, customer satisfaction should be your top priority as a business. Learn how to avoid 6 customer service marketing mistakes and improve customer satisfaction.
Not Listening to Customers
How can you solve a customer’s problem if you don’t listen to what they have to say? Oftentimes, clients call or message your business with a specific problem that needs a tailored solution. You can’t offer that solution if your customer service employees don’t have good listening skills. Train your employees in active listening. Active listening involves paying attention to the context and emotion behind a message, as well as using verbal cues to ensure customers know you’re listening. People can tell when you aren’t engaged in a conversation, and this only upsets them more and escalates the situation.
Failing to Ask Questions
Part of being an active listener is also asking questions. The more questions your customer service representatives ask, the better they’ll be able to understand the client’s problem and develop solutions. Asking questions helps improve clarity, makes problem-solving more efficient, and skyrockets customer satisfaction.
Not Being Empathetic
Empathy is multi-faceted. Affective empathy refers to understanding and responding correctly to someone’s emotional state. Cognitive empathy means being able to put yourself in someone else’s shoes and imagine how they’re feeling. When your clients feel they are understood and that representatives are relating to them, it can help make interactions more positive. Have your employees say things like, “That must be very frustrating for you. How can I help remedy the situation?” and “I understand how you’re feeling. Let’s come up with a solution that will work for you.”
It’s better to over-deliver after making small guarantees rather than offering big promises you can’t keep. Customers are quick to notice when you don’t deliver on your promises. Telling someone you’re going to send them a bunch of free merchandise and coupons, then giving them only a branded beer cozy and a 10% off ticket reflects poorly on your company. Customers will realize your company doesn’t keep its word, and this starts to create negative PR for your business. Be someone your customers can rely on.
Not Investing In Quality CRM Software
CRM (Customer Relationship Management) software is like a digital rolodex. This software tracks clients’ names, needs, and previous interactions with your company. Good CRM platforms send you reminders to interact with valuable customers when you haven’t for a while. It’s a great way to be organized as a company while increasing customer satisfaction.
Treating Employees Poorly
Happy employees make for happy customers. Customer service has the highest turnover rate of all industries, up to 45%. That’s because many representatives feel undervalued and underpaid. Make sure to take efforts to recognize your employees for their hard work, and pay them fairly. After all, you can’t expect unhappy and unmotivated employees to have productive interactions with clients.
Improve Your Customer Service Strategy With ULS!
Implementing a good service plan can be hard for beginners. Thankfully, you’re not on your own. The team at USA Link System can help create a custom business strategy at a reasonable price to improve your customer satisfaction. Contact us today and find out how we can help you!