Customer feedback is vital to the success of your business. However, for every customer that offers a complaint or negative feedback, 26 others remain silent. This means your company is missing out on what could be substantially beneficial information. So why do so many clients fail to utilize customer service?
The answer: fear. Whether clients fear their feedback won’t be heard, or they presume their interaction with customer service representatives won’t be positive, many clients are remaining silent. And in order to encourage feedback – both positive and negative – your business must help customers overcome their fear of customer service. Following these three tips will help you to dispel your customers’ fears.
1. Amp Up Your Accessibility
More than 75% of customers fail to contact customer service because they believe it takes too long to reach a live agent. Out of the 25% of clients who do reach out, around 67% of them admit to having previously hung the phone out of frustration they couldn’t get in touch with a real person. If you really want to break your client’s fear barrier, you must understand your client’s need for connection and empathy. One of the best ways to do this is to become more accessible to your clients – be there the moment they think of you.
Take the Kindle Fire HDX, for example. This device offers a “Mayday” button that allows users to talk directly with an Amazon employee via live video to get their problems resolved immediately. If your company sells a product or service online or if you have a substantial web presence, consider using a similar mechanism to connect with customers, guide them through the checkout process, act as an application tour guide, talk through issues, and much more. Knowing that live, effective help is just one click away will help squander customers’ fears and frustrations.
2. Power of Personal Touch
Clients are hungry for stellar, non-negotiable services. They are so desperate, in fact, that nine out of 10 U.S. consumers say they’ll happily pay more for a product or service that ensures superior customer service. Understanding the power of having a personal touch will help you make strides in providing stellar services.
Instead of automatic email blasts or generic “Thanks for your business!” emails, consider providing a personal touch by providing hand-written thank-yous and personalized notes. Though more time consuming than blast emails, hand-written notes show that you care about their business and encourage loyalty to your brand. And on average, loyal customers are worth up to 10 times as much as their first initial purchase.
3. Go Public With Your Customer Support
If you have good customer support, why not tell people about it? By displaying reviews, ideas, etc., on a public website, both customers and non-customers can see the positive customer service that your business provides. Not only does this help potential customers make the decision to use your products or services, but it also helps reaffirm the faith that your current customers have in you.
With these three tips, you’ll find that encouraging your clients to utilize customer service and gaining feedback isn’t just easy, it’s achievable. Go the extra mile in dispelling customer fears by outsourcing your customer service needs. At ROI Solutions, we provide your business with customer retention services and professional customer service. Contact us today!