As company’s success
and profit is defined by its customers thus the need of customer service is not
a great surprise. Every organization accepts the importance of customer care in
theory but practically fail to provide adequate assistance to their customers.
Even the owner who are themselves managers fail to develop a customer friendly
environment. However those who are able to give reasonable customer support, or
admit their mistakes and improve them are really doing a great business in
market.
Failures
in Customer Service Programs
The major reason of
failure in customer care system is untrained staff. Generally frontline staff
and call center agents lack knowledge and skills to communicate. Rude behavior
and unable to resolve customer’s issues leads to a bad impact on them. Similarly customer does not like to be
rotated in company to find solution of its problem. Explaining his issue again
and again to various people leads to his frustration and waste of time. It’s a general attitude that a customer with
bad experience mentions others as well regarding your performance and poor
services, which may result in loss of your loyal customer base. Remember your
employees are the most important to your business marketing and advertising
tools. Superior service will allow customers something to tell their friends
and family. This word-of-mouth is the most valuable marketing.
How
to Improve Customer Care
Some simple and easy
steps will lead you to develop a great customer support infrastructure for your
company. Companies lose their customers by allowing unskilled and impolite
people to represent them. No matter how good quality products you are producing,
if you fail to deliver quality services, you will lose customers in market.
First and the foremost thing is to train your customer with good skills of
customer dealing and problem solving. Pass them through brainstorming session
so that the can deal with people in any condition. Confusion and lack of
knowledge may result in poor services. Secondly in case of telephonic services
don’t let customers to wait too long and switch them to various agents for
solution. Companies must also develop customer journey maps to improve their
customer services. In addition some kind of contingency plan must be there to
cope with needs of customer in unexpected issues.
These are small things,
must their implementation can bring huge change in your business environment.
If you want to develop your trust in customer deal then as the way the want to
be treated.
