Providing excellent customer support is of paramount importance when running a successful business.
Every businessman knows this. And you should, too.
The truth is in the pudding: according to a consumer impact report, 89% of consumers defer to a competitor due to poor customer service.
Your brand may boast the best product or the most competitive price in the industry, but all of that will be for naught if your customer service is not up to par.
Granted, pleasing customers is not always easy, especially in the current business landscape where customer expectations are as high as ever.
But an effort is everything. And you can go a long way by identifying first the common reasons why businesses fail at customer support.
1. Not hiring the right people
Do you want your company to provide consistently good customer support? Easy. Hire the right people.
So how exactly does one hire the “right people?”
You can begin by tailoring the recruitment process in such a way where people with an aptitude for customer service are invariably picked/
Personality and attitude also count. As such, you need to hire personnel who personify and embody the company’s customer-centric culture.
2. Not putting the customers’ needs first
Thanks to this generation’s ever-evolving technology, customers are more empowered than ever. And if you want to have a strong relationship with them, you need to rise to the challenge of meeting and exceeding their expectations.
This goes beyond providing good customer service. This means you have to consistently deliver a great experience throughout the customer’s entire lifecycle.
By understanding your customers and being able to address their needs, you are giving them plenty of good reasons to keep doing business with you.
3. Not thinking long-term
Acquiring a new customer is not a one-time deal, it is ideally the start of a professional relationship, and as such should be nurtured all the way through.
If you want to pull this off, you have to put the customer at the center of your business strategy. Maintain that business mindset and chances are your customers will be happier and more willing to do repeat business with you.
Repeat business is not something to sneeze at. In fact, numerous statistics show that repeat customers are a constant source of revenue for most businesses. If you don’t think long-term, you’re going to miss a big piece of that pie.
4. Customer support staff are not empowered enough
It goes without saying that your customer service personnel are the lifeblood of your business. They serve as the “face” of your company and therefore represent your brand for better or for worse.
If you don’t provide your staff with enough good reasons to love their job and stay motivated, chances are they won’t be able to put on their best “face” for your customers on a consistent basis.
Obviously, there are many other reasons why businesses fail at customer support. But if you’re able to avoid committing the blunders mentioned above, then chances are you’re already doing an excellent job. Always keep your customers at the forefront of your business and the rest is automatic.