In the past, companies could more easily get by with no customer service policies–especially if consumers heavily depended on these companies for goods and services. Today, anyone can compete with traditional store fronts, having products stored and shipped straight to consumers from a remote location.
With more people getting in on the use of Internet based business logistics management procedures, this has opened consumers up to far more options than ever before. In turn, companies that once provided little in the way of customer service are beginning to feel the impact, as consumers exercise their right to purchase products and services from alternative providers, those using eCommerce solutions to wrestle the market away from companies who have continued down this path of negligence towards their customers. If your company could use a new approach to customer service, here are a few suggestions that might help to bring the business back to your doorstep.
A Meaningful Apology
The first step to righting wrongs with your customer base begins with an acknowledgement that your company has done its customers wrong. In business, unrelenting pride is never good for your bottom line–especially in today’s market, where anyone can go online and often find what they want for less than your company is offering it. But a company that is willing to admit its mistakes and do what is right to win its loyal customers back has a fighting chance to truly turn things around. Providing customers with some good faith incentives at your companies expense, which in truth is an investment in your customers trust, can go a long way to repairing damaged business relationships.
Business Beyond Lip Service
If you want customers to revive hope in your company, and trust that you have turned over a new leaf, then you need to offer them far more than lip service. On the logistics end, the consumer needs to know if they can trust your company to get the products they want and provide the services they need, consistently delivering quality in return for the money the consumer is willing to pay. Secondly, consumers want to know if your company intends to honor any and all guarantees it makes, showing a willingness to correct mistakes and make things right with the customer, if a problem arises. Focusing on these two aspects of customer service can renew trust at every step and even cause a company with a bad reputation to experience a major change in how consumers view them.
Deals They Can’t Refuse
There is more to customer service and gaining customer loyalty than simply having a good customer service department. Many customers interpret excellent deals as being just as much a part of customer service as honoring guarantees. And if you provide customers with good deals that they can not pass up, then this can be like putting your company’s reputation on steroids. the reason is because customers will tell their friends that you have the best offer around, if you go that extra mile to convince them that you do. It is important to remember that it costs your company farless to keep a loyal repeat customer around than it costs to market for and obtain a new customer. Consequently, good customer service is better for your bottom line, even if you think it is not.