Customer service is a key department of any business organization. The way you serve your clients will tell you whether they will stick with your brand or not. While an impressive customer service boosts customer retention, poor service will see them opt for your competitors. 81% of businesses with great customer service do much better than their competitors. And that’s not a new fact. Losing your customers is tantamount to losing your business. The last thing a seasoned business owner wants is failure. Even though 100 percent customer satisfaction may be an impossible dream, there are some basic things you can do to make them fall in love with your business.
Here are 3 ways to improve your customers’ satisfaction.
Meet Their Expectations
Every successful business is a customer of one company or another. When customers come with high expectations knocking on your door, that’s the best time to leave lasting impressions in their minds. If you have ever had an altercation with a client, the reason could be that you didn’t meet their expectations. To deliver your best service to customers, you must have an unmistakable idea of what they really want.
Unfortunately, some customer service representatives don’t bother to listen to their clients with rapt attention. How then can you improve their satisfaction? According to the U.S. Small Business Administration, 68% of customers leave companies because they received some form of mistreatment. 3 out of 5 American customers change brands because they want better services.
Increase Your Response Time
Customers are busy people; there is no time to waste. So, when they hit you up with a query, customers expect quick responses. Further delays will amount to resentment and possibly, negative reviews from customers. In the long run, bad reviews can harm the reputation of your company.
Customer retention is directly related to response time. The earlier, the better. Technical teams must swiftly address glitches reported by customers. Statistics show that keeping customers on the waiting line for more than 3 minutes can kill their trust in your company
Develop a Convenient Payment System
Are you bracing yourself for the impact of going fully digital? The world is marching forward to a cashless global economy. You don’t want your company to be lagging behind the race to the top. Business organizations with convenient payment systems are able to serve their customers more efficiently.
Take a quick look at the banking sector, and you’ll realize that most financial institutions now accept payments online. Since a huge percentage of web traffic comes from mobile devices, adding online payment options can improve your customers’ satisfaction. After all, many customers will want to transact businesses in the comfort of their homes.
To grow is to change, and to be perfect is to have undergone a number of changes. If your customer retention rate is dwindling, maybe it’s time to change your attitudes. Improving your customer’s satisfaction boils down to delivering their requests, responding to their concerns in time, and making your payment systems very convenient for them.