What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.
No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.
For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.
What are the causes of poor customer service?
- Poor processes
- Poor communication
- Lack of attention for customer’s needs
Now onto the solutions; start by asking yourself the following 3 questions:
Do you know what you are doing?
You’ll need to ensure your employees are fully equipped to resolve your customer’s issues and are trained on how to deliver excellent customer experience. They will also need to know what procedure to follow should a customer call up with a complaint. Customers get annoyed when they think they’re dealing with someone who doesn’t know what they are doing.
Are you communicating?
Ensure that your team is properly communicating the details required to resolve the issues the customer may be experiencing.
Communication with the customer is imperative for successful customer service and increasing brand loyalty. It is annoying for the customer is they feel as if they are being ignored.
Are you responsive?
Your customers shouldn’t have to wait too long for you to respond to an inquiry; aim to respond within the 24 hours of the inquiry that is made. There may be a process that your employees follow or you might want to incorporate one to make inquiry run smoother.
If you are unsure about the quality of customer service your clients are receiving, hire a mystery shopping company and find out which areas you should improve on.