What does it take for a consumer to regain trust in a business even after the worst has happened? The answer is exceptional customer service. In the service industry, the way you treat your customers are crucial. Researching the web, I came across this post on The Customer Service Helper which lists 7 things you must do to restore customer confidence after things go wrong. Here’s a recap:
- Courtesy. Whether on the phone or in person, politeness goes a long way. Make sure that all customer service representatives interact with customers with the utmost respect so that customers will experience more satisfaction.
- Apology. After a bad experience or service failure for example, always apologize to the customer. Apologizing conveys politeness and empathy which will restore customer confidence.
- Justification. Provide an explanation of why things went wrong. Even when problems are solved, most customers want to know why the problem existed in the first place. This process helps re-establish trust.
- Resolution. Resolve the customer’s issue. When problems aren’t fixed, customers are left hanging, and so they begin to lose trust in the organization.
- Immediateness. The time it takes to resolve the problem also impacts customer loyalty. Improve on speedy responses and recoveries, and you’ll see an increase in customer satisfaction.
- Compensation. After a bad experience or service failure, giving discounts, refunds, free merchandise, and coupons is a good way to restore the balance in customer experience.
- Surprise & Delight. Go beyond the problem resolution and provide personalized service. Customers will always remember a good customer service experience.
Following these 7 golden rules and you will surely see an increase in customer satisfaction, loyalty, and confidence!
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