That begs the question, what does good customer service actually mean and how to achieve it?
We all know that good customer service is crucial, but once you get down to trying to define We Are The Professional Rent a Car Services what goes into it, not everyone is on the same page. To some, good customer service is as simple as solving problems and offering solutions in an expedient manner. To others it means overall pleasantness and politeness from those who represent the front lines of the company.
Others define it as when a company is willing to give their customers anything and everything that they want — you know, the customer is always right approach – no matter how unreasonable some of those demands may be.
There isn’t a right or a wrong, because the factors of what makes customer service â€œgoodâ€ also depend heavily upon what specific things a particular customer may hold valuable or their expectations from what industry competitors do.
Good customer service is partly defined by the industry, but a large part of how your company defines it will determine what good customer service means to you.
Back to that first part. Yes, there are definitely customer service basics you should be covering. After some research, we’ve determined that there are common touch points to good customer support. Many agree that these four points can help form a structure around defining what good customer service is.
These factors may seem simple, but actually implementing them in your business may take more strategy, time and effort to achieve a truly satisfying customer experience.
1. Donâ€™t Make Your Customers Wait
Patience is a virtue, but donâ€™t depend on it when interacting with customers. In oneÂ survey conducted, 69% of those interviewed defined good customer service as receiving a quick resolution to a reported problem.
On the other hand, 72% of respondents blamed their frustrations on having to address an issue to multiple employees at different times.Â If you’ve ever had a similar experience, then you know how aggravating it can be to call back or be transferred only to re-explain your problem over again (and again), while seemingly never actually getting any closer to a solution.
Customer service representatives who have neither the authority nor the ability to resolve problems on their own, and are thus forced to take those problems to higher levels, run the risk of alienating customers. Unfortunately, this is a common problem. In fact, 26% of consumers have experienced being transferred from agent to agent without any resolution.
Failure to respond properly to customers can negatively impact a businessâ€™ bottom line for years to come. According to the same survey, only a quarter of respondents said they would continue to seek out a vendor two years or longer after a bad experience, while 39% said they would avoid vendors for longer than two years. Women, B2B customers, and â€œGen-Xersâ€ are more likely to continue to avoid a business for a longer period of time.
Interestingly, high-income households had the most profound results, with 79% stating theyâ€™d avoid a business longer than two years after a bad experience. To avoid damaging lulls in service, make sure that the employees who will be working most closely with your customers actually have the authorization and training to offer solutions when issues arise.
2. TransactionÂ Transparency
As a customer navigates your online store, will they see a clear reason why a site wide sale isnâ€™t being applied to their order?
Can they easily access information about delivery time frames and returns? Will they be able to understand when and how discounts can be applied? If the answer to any of these or similar questions is a â€œno,â€ then you may be coming up short on the customer service frontâ€”and could be sacrificing sales as a result.
According to Forrester,Â 45% of customers will abandon an online transaction if they cannot easily find an answer to their question.
When it comes to providing information, itâ€™s always better to err on the side of caution. Providing a clear frequently asked questions (FAQ) page is a start, but the most successful online companies take it further by offering guidance and direction along the way, and making sure not to hide any pertinent information that the customer may find useful.
In brick-and-mortar stores, things are handled slightly differently. In this case, good customer service hinges on signage and verbal communication. The last thing you want is for a customer to make incorrect assumptions while in your store. If youâ€™ve adopted a no-return policy for certain items, for example, this should be made clear to customers before they purchase. Also, donâ€™t expect customers to read fine print; any important data should be shared upfront — if there’s transparency throughout the transaction, you’ll minimize surprises on both ends.
3. Help Them Help You
In the age of e-commerce, many companies make the mistake of letting online shoppers fend for themselves, relying on self-service resources.
Sometimes your customers don’t want to figure it out and want an answer by asking someone.
According toÂ eConsultancy, a large majority of web customers (83%) require some degree of customer support while shopping online.
To avoid a sea of abandoned shopping carts, ensure you are meeting your customers’ needs with the support they expect.
They may intend to come back later or they may have decided that it’s not worth the effort. Whatever the reason, the likelihood of that sale happening just dropped significantly.
Reduce the amount of abandoned shopping carts by providing timely, well-placed service resources in front of the customer.
4. Build Trust and They Will Come (Back)
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