Generating revenue for your company is, of course, a top priority. Getting new customers is good. Retaining those customers is better. And, having customers who refer others your way is the best. Providing excellent customer service is key to keeping customers and earning their referrals to new customers. Part of developing a winning strategy is to identify and avoid costly mistakes.
Top 5 Customer Service Complaints that Hurt Revenues
- Slow Response Times – with phone being the preferred method to contact customer service*, it's important to provide access to the proper representatives as quickly as possible. As the clock ticks away customers become more focused on the frustrations with the delay than on getting the answers they seek.
- Unresolved Issues – customer lose trust and their loyalty erodes when they feel as though their issues are being left without a remedy. When this happens they are more likely to look for alternatives.
- Incorrect Resource Assigned – Being sent to the wrong location or department will only cause more distrust and contribute to complaints about issue resolution and response times.
- Lack of Empathy from CSA – Many customers are more forgiving and come away with a more positive view of companies when the customer service representative shows they actually care about the specific issue and getting it resolved. When you have no empathy, the poor experience lingers in the customer's memory making it more difficult to retain their business.
- Being Sold to – Nobody enjoys receiving a scripted sales pitch, especially when they are wrapping up a customer service issue. With exceptional customer service you won't need to sell. Your prompt reply, attention to their issue and hassle-free resolution will earn you more of their business, unlike a poorly times sales pitch.
To learn more about delivering exceptional customer service with industry-leading best practices with Microsoft Dynamics CRM and Parature, join our free, live webinar on September 17th.
"Increase Revenue with Exceptional Customer Service Processes"
Wednesday, September 17th at 4pm GMT / 11 am EDT / 8 am PDT
Duration: 30 minutes
*2014 State of Customer Service Report, Parature – 43% of respondents indicated that phone is their preferred method of seeking customer service.