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:
- 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.
- 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:
- 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.
- 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.
- 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.
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.