If fruit is proof of a tree’s health in what condition is your business?
A strong client base is necessary for any business. Unfortunately—as with trees—it’s not only one factor that determines your customer service outcome. What changes must you implement to benefit this area of your business? Where do you start?
Currently companies are challenged with a changing business world. Technology evolved so much over the past few decades that customer service systems have transformed. What’s more is clients’ expectations changed.
Are you ready to engage with your clients in a modern way? You must if you want to stand out among competitors. It’s the only way you’ll see positive results.
Here’s what you have to contend with and the tools that will make you successful.
Excellent customer service means you must tap into clients’ perspectives. Can you take an objective view of your company?
How do you rate yourself when it comes to client expectations?
Clients Hate Waiting
A payment gives people rights to make demands.
These days clients have easier access to more service providers. They can simply look for another one online. Will your speed of service match clients’ demands and beat the opposition’s performance?
Audit these areas if you want some excellent results.
Customer Care Centre
Clients hate being put on hold. You chase customers away when you don’t provide fast service:
What’s the turnaround time for:
Does your staff receive adequate feedback from each other so submissions and feedback can happen fast?
Clients Want to Like You
Dynamic marketing tells clients you can offer them what they need. Can you deliver on this promise?
If a client’s expectations—based on your marketing—aren’t met they will feel cheated. This is your fault not theirs.
No, clients aren’t out to get you. Their complaints may be because of mismanagement on your side:
A client who started out with a positive expectation is met by a disappointing reality. Can you prevent this or offer feedback to alleviate this frustration?
Clients want to Get it Done
Clients expect you to help them reach their goals faster. Whether you supply products or deliver a service you run the danger of two things happening:
Clients Love Being Informed and Trusting You
If you’re contacted to provide products or services it already symbolizes trust. Are you worthy of this trust?
Clients expect service providers to fulfil their expectations. But they also want honesty
Many service provides try handling crises on their own. Have you ever considered consulting with the clients?
Excellent communication during a challenge can lead to more trust. A lack of information can be perceived as a lie. Don’t risk this.
Don’t let customers doubt you or think they’re wasting their money. Show them where their investments are going.
How objective can you be about your business? Be critical for a short while. Realize your pitfalls so can make adjustments.
In many circumstances it simply requires more effective feedback processes.
Unfortunately different departments tend to function in isolation in many businesses. When this happens they can’t use synergy to meet client expectations.
One remedy is dynamic feedback.
Proper feedback systems act as connectors between all parties involved:
Communication Between Managers, Departments and Employees
What is your worst customer care experience? Have you ever been frustrated by employees who can’t answer any of your questions?
Now the questions is whether this happens in your own company.
Customers usually have contact with employees not management. Most employees may have basic knowledge but not in depth knowledge. This lack of information is perceived as bad customer service.
This can be avoided when communication improves vertically and horizontally.
Can you think of ways valuable information can reach subordinates faster?
With this information freely available your employees become better representatives. Customers won’t see them as barriers blocking the required information.
Feedback Provides all a Client needs
How much of what clients expect can you provide?
One simple adjustment alleviates much of the tension your clients currently experience.
Let’s look at how feedback relates to all clients expect:
So feedback is important. How do you handle it right?
Yes technology made the market more competitive. But there are positive results of technology too.
Speed is a key feature in the quality of your feedback. With technology you can handle feedback faster. You must implement it correctly. While your clients wait on your reply they may get answers from your competitors. You won’t easily get them back so prevent it from happening.
Here’s what you need to do.
Does your problem lie in how your clients are treated? Train your employees to do it right.
Many modern feedback systems require software and technical devices:
Help your employees understand the impact of their actions. Do you employees perform tasks simply to obtain a salary? They’re not motivated to deliver excellence.
When employees realize they play a role in a bigger picture they find purpose. This is when employees start showcasing their companies well. Much of this relates to treating customers better. Employees will go the extra mile to provide better feedback because they know this implicates the entire business
But what if you employees don’t have the means to showcase your brand?
It’s all about empowering your work force. Do you supply them with what they need:
These tasks all become easier and faster when you implement the correct tools.
Feedback systems are complemented with modern tools such as software and other technology.
Keep all your employees informed by using management software. Tasks can be allocated and feedback posted online.
When customers require feedback from any employee relevant information can be drawn:
These online tools can usually be accessed via Smartphones. Your employees are now empowered even after business hours and off site.
Talking to Customers
Even the way you talk to customers can be revolutionized. Your ultimate goal is:
Software and technology offers you many options to reach these goals:
These methods work because your employees save time. They don’t have to make phone calls that result in endless discussions.
Don’t get stuck on giving clients what they ask for. Ask them what they haven’t even thought of.
Feedback from your clients is a dynamic tool to improve your functioning.
Change in Plans
Long term projects invariably contain changes. These can be on your part or the client’s.
Ask your clients for feedback and make it easy for them to supply it:
Now you’re one step ahead instead of situations getting out of hand.
When problems arise your clients should become your partners not your opponents.
Ask for feedback during challenges such as adjusted timelines. The information helps you manage the situation better—for everyone’s benefit.
Handling your clients’ concerns while you face the challenge means you’re not left with angry customers afterwards. Happier clients—that feel understood and considered—tend to be more helpful. They’re also more willing to bear with difficult situations.
But you have to ask for their feedback. Not all clients verbalize their thoughts.
As mentioned above this can be done efficiently through a number of feedback tools.
Your current projects contain valuable information for your future ventures. Your clients know exactly where your strengths and weaknesses are.
Ask for these insights and use it to your benefit. If you can fix something now future clients won’t be implicated by it.
Use online review systems or business apps to ask for feedback on rendered services so you know what to improve:
Why is the feedback aspect of your company so important?
Yes you want a loyal client base. This proves you deliver excellent service. But when these supporters start talking to others about your company you’ve reached the ultimate goal.
Word of mouth is the best manner of branding, marketing and communication you’ll ever acquire. You won’t achieve this without proper—modern—feedback between management, employees and clients.
How well do you rate yourself today?