The new watchword for business owners: Proactive.
Today’s consumers want an opportunity to engage in real-time communication through a multi-channel interface.
In short, they want convenience; it is today’s standard by which a consumer judges a particular business.
Don’t wait for a recalcitrant customer to dig in those heels once patience is already at the breaking point. Adopt a proactive approach with these three compelling strategies to boost customer satisfaction:
- A timely response. An increase in call abandonment should sound an alarm. When a boiler pressure gauge is about to blow a gasket, there’s no time to waste. Address the problem immediately. Don’t let it turn into a soured relationship. Contrary to popular opinion, most consumers will show forbearance when it’s a simple mistake. But even a small oversight can turn into a big problem when it’s not addressed in rapid fashion. That’s the crucial window of opportunity to save a client relationship.
- An array of choices in communication channels. Avoid frustrating customers. Offer multiple portals. Some consumers prefer chat; others prefer email, and there will be some who will post their frustration on Facebook. Don’t let it get to that point. Your clients will appreciate having a choice of which customer service portal is the most convenient.
- A commitment to dismantling internal silos. Every staff member should have a willingness to own the problem until the issue has been completely resolved. That’s the linchpin of customer service. It takes a team approach to keep clients happy and satisfied.