We have all been in a situation or two where we received poor customer service. It can be extremely frustrating to have a rude waiter or a retail associate that just won’t help you find what you’re looking for. Although receiving poor customer service is hopefully only something that happens every once and a while, the poor service you received is now engrained in your brain and the first thing that comes to mind when you think of that restaurant, store, or business. Since bad experiences do stay in our memory, it is extremely important for businesses to focus on providing the best customer service, all day, every day.
Here at SheerID, we not only strive to provide excellent customer service to our clients, but also to their customers who may have questions about redeeming a discount. If you have ever dealt with our customer service team, you know that they all do a really great job, and because of that they receive a lot of positive feedback from customers on their interaction with our team. After looking through the feedback, I thought there was a lot to learn about what customers are looking for when they interact with customer service teams. Here’s the top 3 takeaways:
Since we now have technologies that are able to give us services faster than we ever imagined, like Amazon Prime 2 hour or the ability to reserve items online and pick them up in store, we expect that the services we receive to be prompt. While some services have gotten faster, one thing that most customers always dread is contacting a customer service lines and emails. It sometimes seems like an eternity goes by before you hear back. Here at SheerID, we do use email and phone lines as the main source of communication with our customers. In our feedback, the top reoccurring comment was about how fast our response time is. Many customers were extremely impressed that they would hear back and have their problem resolved in 10 minutes or less. Customer service teams should always strive to have the most prompt response time possible.
It can be extremely frustrating when it’s finally your turn to communicate with a customer service team and they just give you the simplest and fastest answer possible – this almost just leaves you with more questions than you began with. The second most popular comment was about the detail provided during our calls and through email. We focus on providing customers with all the information they may need to answer their question or solve their problem. Providing detailed responses will not only please your customers, but it will also help cut back on how many inquiries you receive through providing a great answer the first time around.
We’ve all be in a situation where we were so frustrated with a product not working or not understanding how to use it, that we took the frustration out on the customer service representative that tried to help us. If you have ever worked in customer service, you know it’s not always easy to work with customers when they start taking their frustration out on you. The third comment that was reoccurring in our feedback was about how patient our representatives were when they helped resolve issues. Being patient not only helps to calm the situation but also helps make the customer feel like they have been heard and that you truly care about their issue.
So there you have it, according to SheerID customers the most important factors when dealing with customer service teams are prompt responses, detailed information, and patience. These aspects of customer service will help make happier customers, that continue to come back.
Photo credit: Flickr user plantronicsgermany
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