Great Customer Service: How To Avoid Bloodshed
How do you handle those calls?
Posted on: 07/10/2013 By: Jacqui Frost
I'm hoping that there are very few people that have to deal with actual bloodshed at work. In business terms I'm talking about losing customers. For most businesses there will a natural lifespan of a customer, but how many customers are lost before that point and for what reason?
Let The Office Genie take your calls and you'll have the time to come up with a solution to your clients complaint!
When a customer first buys there are a number of considerations such as price, benefits of the product/service, location, etc. which will influence the decision; however, the choice to remain with the same supplier usually comes down to how good the product/service is and how the supplier deals with any issues that have arisen.
It doesn't really matter how good the product/service is if the customer feels the customer service is not up to scratch. Ultimately we want to deal with people and companies that we like and enjoy dealing with. So getting the customer service right is a key to the length of your customer relationships.
In our experience, the biggest game changer is when a problem occurs. A customer should not have to resort to making a complaint before the issue is resolved. Once the problem has been raised though, it is the speed and manner of the response that often makes the difference. This is often the biggest problem for small companies as the person who delivered the product/service is the person who has to deal with the complaints and sometimes it can get a bit personal.
This is where we can step in. You see the initial disappointment and frustration of the customer is vented to our Genies and all the information is then passed onto the business owner. We can reassure the customer that this is not a common occurrence and that we are sure that it can be resolved quickly. We will assure them that we are taking this seriously and will make it a priority to get someone to call them back as soon as possible. When the business owner rings back already knowing the problem and with a solution in mind, the customer feels more reassured and confident that the issue is going to be resolved.
I have to admit that there is nothing worse when ringing someone about a problem than getting their answerphone! It seems as if everything is conspiring against me. Not only does the product not work but also it's like the company doesn't care. The thing about customer service is that it's mostly psychological; it's hard to put your finger on exactly what it is that makes it good - but you know that it made you feel better. Bad customers service just makes you feel worse.
Having a sympathetic person on the end of the phone, someone who wants to help you and make it better for you is definitely the first step. Of course the Genies are not just providing great customer service in a crisis; we help you to provide a great service to your customers every day. Customers who are kept happy and like dealing with your company are customers that will be loyal to you and will refer their friends.
We can also help by asking cancelling clients why they are cancelling so that you know what you can improve in the future. It is so much easier to ask that question when you are not personally involved in the business and you will find the information invaluable as you grow and develop your business. You may even find that by using our service you get less of those calls!
So if you would like to improve the service your customers receive and keep them happy to deal with your company then why not give us a call on +44 (0) 1604 529170 or click here to ping over an email and find out about our telephone call handling service.
Until next time ...
THE OFFICE GENIE
I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.
Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!
I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.
Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!