Don’t make your customers wait too long!
We’ve all heard the adage that if you experience good customer service, you will tell one friend, but if you experience bad customer service you will scream it to the world. This is something to take seriously – the internet and social networking topped it up by allowing bad reviews which can be seen by millions. Bad news is, a bad review often pops first when someone searches your company or local news sources.
Recently Buzzfeed.com posted an article describing the apparently abhorrent customer service received by customers of online flower shop 1800-Flowers.
Valentine’s Day is the busiest day of the year for florists and it appears that many disappointed clients complained on social networking sites such as Twitter and Facebook about the company. It appears from the tweets written by the company, that the number of complaints was sizeable and it has not been able to answer within a timely fashion, leaving customers feeling abandoned and alienated. Many phone calls apparently went to voicemail and social media and website complaints have not been replied at all.
According to Susie Thickpenny, a good customer service experience requires a number of important criteria. These include a friendly greeting, readiness to help if required, excellent product knowledge and availability. It is vital for the customer to feel important.
Failing to respond to enquiries and complaints are examples of bad customer service. This is a common mistake made by many companies which sometimes can even lead to failure. Not taking time to help, ignoring a customer’s queries or not listening to a customer’s concerns is not profitable.
At Techmode Outsourcing Ltd, excellent customer service is our main motto. This is what our business depends on and a detailed monitoring program has been set up since day 1 to reduce the risks of bad customer service.
Techmode offers effective customer service that allows assessing your customers in the most efficient, fair, cost effective, humanly satisfying and pleasurable manner possible.