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Why do you need honest customer service?

Why Should You Have Honest Customer Service?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Employee Management, Entrepreneurship, IdeasUnlimited US Remote Workers, Receptionist Service, Remote Work, The IU Way, Virtual Assistant | No Comments

Why do most companies keep customers in the dark until the issue can be resolved?

They don’t want to have to tell the customer that there is anything wrong and to acknowledge their mistake. Often, the problem might not even be any mistake but an accident caused by uncontrollable events, but customer service representatives are hesitant to disclose the real issue behind the scenes for fear of being held liable for it later on.

Backed by our 9+ years of experience in operating a customer care center, we are here to tell you that honest customer service is the only way to go for operating a sustainable business.

Why Customers Dislike Being Left Out of the Loop

Customer dislike being kept in the dark for these two major reasons:

  1. 1. It makes the customers feel frustrated that they do not have the full picture of what is going on and it makes them feel that you as a company do not care about your clients.
  2. 2. Customers cannot manage their expectations because they literally have no idea what to expect.

Why You Should Tell Customers the Truth, Even When It’s Bad

It is a natural impulse to hide bad news for as long as possible but we’re here to tell you that being honest with your customers would be a better business decision. Here is why:

  1. 1. Being honest will generate trust between your company and your customer. Doing otherwise will not create long term value for your business. If you are straightforward and clear in your dealings as a company, it is only natural that honest and trustworthy people will in turn be attracted to your business. Like follows like.
  2. 2. Customers are intelligent. They understand that problems do arise. They can handle bad news and do not even mind if it is handled correctly. They’re more interested in what you’re doing to fix the issue. They just want some reassurance that something is being done to rectify the situation in an expected timeframe.
  3. 3. If clients are happy with the customer service they are receiving, they’ll return more and more. A successful business depends more on return customers than new ones.

Why Valuing Honest Customer Service is a Good Business Idea

Having a strong customer service center which becomes known for its honesty and integrity can be a huge asset that can catapult your popularity. Customers are more willing to try out a new company if they hear that they are willing to go above and beyond for their customers. They are likelier to reward a company who they hear are honest. It makes the customer realize there are actual human beings behind the screen who care about you as another human being and want to solve your issue.

Another advantage of this is the goodwill this develops between the customers and your employees. Your employees will be content in a place they know upholds good moral values and will be proud to be working there.

Honest customer service

How Can You Become a Company with Honest Customer Service?

How can you uphold these values without altruistically running your business into the ground?

What you need to do when defining your expertise/ services is to be as detailed as possible in favor of exactly defining what it is you are offering. This shows that you value time and clarity of thought. It will also make it easier for customers to be able to find you from amongst the hundreds of other companies.

If the customer has been inconvenienced, you should be transparent and ask them how to make it up to them. You can give options like giving refunds, gift cards or coupons and let them decide.

One major deterrent to opting for a dishonest approach to handling customers is that anything you do will always remain online for everyone to see. Be they reviews or internal communications with your employees, you should know anything done on the internet remains on the internet. An ethical company would have nothing to fear from a disgruntled employee or irritated customer.

Things to Avoid:

Using vague language which is extremely generic will give the impression that you are brushing off your customers by using popular jargon without putting much thought into what you are saying.

People will have pre-established notions of your company if they have already been exposed to negative reviews pertaining to your reputation as untrustworthy or fraudulent. They could have heard it from other people or read it online, it doesn’t matter. It shows a history of behavior and customers are less likely to give such a company a chance.

Lying has another negative drawback. It can always circle back, and the actual truth can be revealed. Even if you think you got away with it in the initial situation, if a customer later realizes they have been lied to, there is a chance that they get angry enough to take their business elsewhere.

At the end of the day, there will be no business if there are no customers, so it is simply good business sense to make their satisfaction your priority. So, what are you waiting for? Get expert customer service center support today in order to avoid these pitfalls and build a sustainable brand.

The Secret to Having the Best Customer Service

The Secret to Having the Best Customer Service

By | Business Improvement, Call Center Support | No Comments

To judge a person, one needs to interact. The information extracted from tone, gesture, and body language is a deciding factor for that person. Similarly, customer service is the body language for a successful business. Name any business—there always exists competition to fulfill the demands or needs of the people. To blow your trumpet in the market, excellent customer service is a must. The key to the best customer service is feedback, well-skilled staff, social media, appreciation, loyalty, updates, and a helpline. Let’s walk through each of these key points.

Customer Service Feedback

Feedback is a crucial factor for the growth of the business and improvement of your service till you provide the best customer service possible. The data gathered from feedback nurtures and shapes the business. It also helps the business gain a strong market share since acting according to the needs of your customers allows you to stay ahead of your competitors.

Online feedback: Most people are attached to their smartphones. Gathering data through this method requires a couple of minutes from a customer. However, a customer may opt-out of answering your boring question. So, get creative and prepare a list of “yes or no” or multiple choice questions. Keep it simple, and never use frictional words like “wrong”, “unsatisfied”, or any other negative words. Voice-authorized feedback is also a great technique.

Offline feedback: This is the oldest approach and a quick way of gathering data. This method involves investing your money and time. In this case, if there is a need for on-spot feedback, this method could be followed.

Well-Skilled Customer Service Staff

A weak labor force is enough to kill a healthy business. Focus on investing in training the customer support staff since it is important to establish a better relationship with the customer beyond a single transaction. Your customer care center staff must be skilled in everything from query resolution to crisis handling to maintain a positive reputation in order to provide the best customer service possible.

Omnichannel Support

A company needs to stay open to all issues on all channels of communication with the customer. That’s why your business should manage the omnichannel customer experience and especially stay active on social media. Highlight all the possible social platforms based on the geographical location, as social platforms differ from region to region.

Appreciation

Appreciation is critical for better growth. Appreciation might point the customer towards reporting a flaw or any hiccup in service. The call center support staff also deserve some appreciation for their valuable contribution. We can divide appreciation into two parts:

Customer appreciation: First, customer appreciation is a key factor in business growth since customers can help gather sensitive data to perfect the business procedures. The customer who spends his/her valuable time in bringing a significant aspect to your attention deserves some sort of reward. Reward the person with a coupon or discount and recognize the contribution on your social platforms. This will gain a lot of attention from the community and could land you more business.

Staff appreciation: Second, servicing a customer is a critical role. A call center operator providing a well-balanced and well-structured service must be appreciated. This not only improves employee morale but also enhances the company’s reputation as an employer.

Loyalty

Customer loyalty makes or breaks a business. Your business must be structured around delivering a consistent, high-quality value proposition with no hidden charges or terms and conditions, especially in marketing promotions. Any short-term gains in revenue from campaigns that customers feel shortchanged them will cause manifold drops in long-term revenue. Instead, you should create loyalty programs, offering rewards and discounts to your loyal customers.

Customer Service Helpline

Invest in a customer service helpline, with chat support, email support, and call center support. If customers can reach you easily and get their grievances resolved efficiently, you can prevent escalation, retain customers, and spread positive word of mouth regarding your business. Call center support can also help answer queries and improve your conversion rates if your inbound call center solution is trained and effective. All these factors will ensure that you deliver the best customer service to your target market.

Share Updates

A business that wishes to stay ahead of competition evolves with market trends and customer needs. Communicating these service upgrades is as important as the improvements themselves. So do not hesitate to spread the news of exciting new offers to celebrate an occasion or the addition of a new store to the locality. These update can be shared via social media, outbound calls, newsletters, or your website.

Adopt these strategies and see your customer service improve considerably, translating into more loyal evangelical customers.