Many business owners are ignoring the major signs that the quality of their customer service is not as high as it should be. Many companies seem to turn a blind eye on this topic without realizing that level of service provided to their customers can make or break their company’s success. If your organization is experiencing any of the below symptoms, it’s time to take a step back and re-evaluate your service department!
Poor employee retention
If workers are leaving after only a few months of employment, there is no real chance for customers to have connections with your staff.
Employee satisfaction is directly related to employee retention, so if your employees are not happy, they will not stick around long. If this is the case in your business, your first priority should be making changes to improve morale. Meet with your team and take their feedback to heart on ways to improve the office environment and make them want to come to work each day.
A business that knows how to treat their customers right will usually get a fair number of referrals. If you are not getting any customer referrals, the issue may be with your customer service. Happy customers will continue to work with you, but thrilled customers will sing your praises to their colleagues and friends. While getting new customers is exciting and good for business, make sure you’re continuing to pay attention to your existing and loyal customers. If you have long-standing relationships with certain clients, you may even want to ask them to fill out a recommendation for your firm on social media. A strong online presence will do wonders for your company!
Loss of long-term customers
When a long-standing customer departs, your company should take some time to examine the relationship and determine what made them want to leave your business. There could be many factors such as your products do not meet their needs, or your price does not fit their budget.
However, if the problem is service related, that is a big clue that your service department needs an overhaul. If your long-term customers have gotten to the point that they would rather start a new relationship with another company rather than continue to work with your service team, that is an issue that must be addressed immediately. You may even want to reach out to the customer you lost to find out what you could have done to keep their business.
Customers are very perceptive and will pick up on a service rep’s attitude if the person who is supposed to be helping them has a bad attitude.
Reps need to help each customer, via email, telephone, chat, or in person with a smile on their face. Customers will not feel appreciated by a company who employs staff that are unfriendly or do not make them feel welcomed. Do all you can to boost employee morale; have special events, friendly contests, or celebrate fun days with your staff. Making your office a fun place to work will help staff relay that positive spirit with every customer interaction.
Employees are not empowered to handle problems
When a customer has an issue, the last thing they want to hear is that the representative they are talking to is unable to help. Companies that do not empower their employees to handle out-of-the-ordinary situations are essentially handcuffing their staff to resolve problems. Go over possible scenarios with your staff by doing role playing exercises. Encourage them to think outside of the box to come up with a resolution, and let them know if what they come up with is something they are allowed to do. Empowered employees will come across as much more confident rather than always having to ask a manager for assistance.