4 Simple Steps to Strengthen Your Customer Care Service
(Vehicle Transportation Industry)
Founder of Next Generation Company
November 29, 2018
THE PROMPTNESS IS THE KEY TO SUCCESS
Did you take that call from the customer in a timely manner? If you didn’t, you’re a step away from losing a customer. Learn how to create a better customer experience In 4 simple steps
They are always is in a rush, especially with something they pay for. They want to receive a service in the same minute, same second. You are not providing that? No problem, they’ll knock on the next door. If that one fails, no problem, they’ll have plenty of doors waiting.
How to keep them?
Open that door. ASAP!
Step 1 – Automation
They don’t have time to identify themselves. You need to own an innovative technology for a customer service. The caller ID, their name, email address, everything that can help you finding them in your system, explaining and identifying themselves can only cause a frustration. Pull up their order without even saying a word amazes them. They’ll have the feeling they’re in good hands.
Step 2 – Be Organized
Multiple agents assisted the same customer? Communicate. The lack of communication can lead to frustration and doubts. Use your source of communication, chat programs, phones, while you have the customer on the line, show confidence, write every phone conversation you have, they’ll feel they’re dealing with professionals.
Step 3 – Be Polite
Even a single word used in a wrong context can damage your company reputation. You should be very careful about this. Belittling or raising your voice to the customer can assure you you’ve not only lost that customer, but you’ve lost many of them. Yelp and Google reviews will take care of that.
Step 4 – Express empathy
You didn’t meet the customer’s expectations? Even worse, you did something wrong, or perhaps the carrier company did and it’s not your fault? It’s yours! You hired them.
What to do?
Express empathy!! Saying you know how is it like in his/her shoes can save you a lot of troubles and most will save you from 1 star and bad stories on Yelp and BBB.
You don’t have to be “500 Fortune Company” to build professional Customer Support department, schedule a meeting with us and get back the control over your brand again.
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