When a customer purchases your product, you are essentially promising them that the product will work. Hopefully, most of the time the product does work. However, from time to time the product may fail to work, perhaps because it’s broken or perhaps because the customer simply does not understand how to use it correctly. In this situation, you have a choice: either tell the customer, “sorry, but we can’t help you,” or try your best to resolve the issue in a friendly, timely manner.
Good customer service is an opportunity to shine where so many businesses fail.
The most successful businesses choose the latter route. And in an era when most customer service is shabby — when was the last time you called any customer service line without dread — this is an excellent opportunity to make a lasting good impression on a customer.
If you’re available to answer your customer’s questions, listen to their concerns, and quickly resolve any issues related to the product, you’re reassuring the customer that when they purchase products from you they’re buying from a company that keeps its promises. This amiable interaction — especially when the customer is expected to sit on the phone for hours — will boost the customer’s mood. This will make customers more likely to buy additional products from you in the future, as well as leave you a positive review or mention you to their friends and family.
By keeping your promise that the product will work and, if it doesn’t, you’ll be there to help, you will be the rare exception. In other words: you stand out from the crowd.
Consider a customer service platform.
Because good customer service is so critical to the satisfaction of their customers, many companies opt to use a customer service platform to field customer questions and calls. A platform will ensure that every question is answered, as well as file away relevant information about your customers to use in future sales and in answering future questions. Using a customer service platform is especially important if you are a larger company with a broad customer base.
Does this seem overwhelming? Don’t fear!
At Safeguard, we can help! We offer creative business solutions that fit your needs. You don’t have to tackle these problems alone. We can help!