It doesn’t matter if you run a local business, an Amazon store or if you provide services worldwide, everything you sell boils down to just one simple statement: what do your customers really want? One of the first lessons we learn when we start our own business is that people have expectations. Whether buying a product or service, they start having expectations and they start thinking about them even before they buy. It is important therefore, that we are really clear from the beginning about the features of what we sell. We must also be ready to answer and help all the customers that may need to contact us about the purchase, perhaps if they need help or have any particular issues with it. We are all humans, both providers and customers, so it is possible that people that bought from us are unhappy because we have not been able to manage their expectations. This can be a frustrating moment in the customer life cycle, and every company should really take care of it. Not only within a customer retention perspective, but also in a trust and reputation perspective.
With great power, comes great…well you know the rest…
We live in the era of social media and people now wield enormous power, they can share their experiences about purchase experiences. Social posts, Google reviews, tweets are but a few places where customers could talk negatively about us and so on one hand it is extremely simple to leave a negative review or comment, but on the other hand it is also really hard to claw back people’s trust. It is also a very expensive process to recover trust on social media, it takes time checking all the bad reviews and comments and start answering to them to show how we take care about our customers and to describe all the action we took to solve the initial issue. The best way to manage the “unhappy review or comment” of customers is to manage them properly when they contact us about any issue they experienced with our product/service. If an unhappy customer contacts us, this is in fact extremely positive as it means he wants to solve the issue with our help, meaning they still trust us; but they are still experiencing a particular issue, so we need to approach it properly, proactively and quickly. If the customer thinks we are just playing for time, they will stop talking to us and we end up with a negative outcome.
Taking the time to listen
Being able to listen to customers, even very angry calls, is a very specific skill for an inbound call centre. If we have lots of customers, we should avoid having our sales team handling these types of calls, as sales people are not trained for this specific kind of interaction with customers. If we take time to properly look after an angry customer and regain his trust, it is fact like gaining 10 new customers, as they will in turn become an advocate. Therefore, if you are experiencing bad social media reviews and think that the reputation of your company is decreasing due to these issues with your products or service, you should seriously think to partner up with a professional and skilled call centre partner, with experience in customer care management. Professional call centre have internal processes to hire and train people for specific inbound call roles.
Letp CXP help…
At CXP we love what we do and are passionate about people, talking to people is what we excel at; so why not get in touch and lets’ discuss how we could start helping you maintain or regain your company’s reputation quickly.